David G.
Borderline Abusive Rep and horrible website
Before we begin, it is Not Required to use this or any other company to maintain your initial lifetime setup. What the fee based products that are offered do are give you more benefits. You can google this yourself. 1st experience; Absolutely horrible web site and to border on abusive behavior by a representative. Note I was completely polite through out both of my experiences even, I never lost my cool, I never used any kind of verbal abuse. Web site was Not user friendly. The site would not allow me to proceed to checkout even after numerous attempts. I wasted a lot of my time trying. I finally gave up and called the (866) number. I was on hold for approximately 30 minutes and once I reached a representative it took and additional 14 minutes, my cellphone provides proof my total time was 44 minutes. Bottom line; even with the rep. I could not get the web site to work, I even received an "error code". It took the rep. to manually upload my information. I still could Not get into the web site login after a multiple amount of attempts. Eventually the rep. said she wanted to hang because it was taking too long and she had other pet owners to help. At this point I asked for a full refund and for my account to be closed. In a nut shell she did avoided doing it. I finally had enough and we politely hung up. 2nd return call to cancel my account and get a refund. I was on hold 30 minutes, the actual interaction this time only took about 4 minutes. Once the rep. answered the phone I gave a very brief opinion of my 1st impression. She stated that "she" was the same rep. from the first experience. She then went on to tell me how she would explain it. Needless to say she attempted to twist it around to save herself. I clearly said that it was not accurate and that I wanted my account closed and a refund. When I asked for a confirmation number she hung up on me.