Complain about a product or service

Veterinary Pet Insurance

3060 Saturn St., Brea, CA

Sherpard of Arlington VA (4/15/03):
My dog severed an artery. VPI paid for a small laceration, a tiny portion of costs, and significantly below schedule of benefits.

Damage Resulting: $558.20 incurred, $107.00 paid

Ashu of Claremont CA (7/8/03):
I applied for insurance coverage for my pet on July 7, 2002 about 7 pm. After I had paid up and completed my transaction I was advised that the waiting period was 14 days. I called Customer Service twice today to cancel my coverage as I was misinformed. On the first occasion I was told I could go back on the website and cancel my enrollment. The www.petinsurance.com website does not support this feature.

Second time I called back I was told that Veterinary Pets Service would respond within a few weeks. No specifics were advised. I insisted on speaking with a supervisor she refused to give me her or the supervisor’s name. Finally she put me through the Supervisors voice mail. I have left a message and waiting for a call back.

This company and others should be required to state the waiting period upfront so that customers can make their choice accordingly.

Helen of Las Vegas (11/4/03):
My dog had her ear lacerated and I could not stop the bleeding. Took her to the closest vet. Medicine, anethesia and stitches totaled $428.54. I have a $50.00 deductible so why did I only get a check for $139.50? This is the first time I have ever used the insurance in 3 years. This bill was my entire social security check - I was expecting much more.

Beth of Orlando (9/23/03):
They billed a closed debit card that had been used two years previously on my Bank of America account without my authorization. They refused to credit the charge when I called and when I wrote. I received $30.00 on a $250.00 charge.

Almost lost $250. I spent 2 hours at the bank yelling at them for allowing such transactions to cross over closed accounts and closed unconnected debit cards. They issued a temporary credit to which I have never had a followup even after I wrote all levels of security customer service and CEO.

Dennis of Burke VA (1/10/02):
In August 2001, VetPet changed computer billing agencies for some reason, and my direct debiting of my pets' insurance policies didn't happen. Then, because of the 911 crisis, their billing agent had problems. Then I was being double billed. I contacted them and they said they were correcting it. I got another double billing. I called and told them I was mailing a check to fully pay both pets' insurance policies for the year. I also faxed them the information and requested them to stop automatically double billing me. This was in October, 2001. They acknowledged receipt of the full payment and noted that I wished direct debiting discontinued.

Then in December 2001, I got another double debiting in my checking account. After repeated phone calls, being told that my accounts weren't fully paid, they finally saw some of the notes they had made on my account, and said they would credit my account. They called me back last Friday 1/4/02 and said they were posting the credit, and I would see it on Monday, 1/7/02. On Monday, late in the day, I saw no credit in my checking account. I called, and again was told I wasn't paid up, etc. but then they saw the notes, and said it would be 3 to 5 days for the credit to be posted. I checked today, Thursday, 1/10/02, and still there is no credit. (Each time I also asked them to double check to see if the automatic debiting had been removed from my accounts. And each time they assured me that they had removed it.)

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