ComplaintsforPet Butler

• Initial Complaint

  03/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’ve been with Pet Butler for 9 years on automatic bill pay with no issues. Last year, they started increasing my bill without telling me. When I finally caught it, instead of them refunding all the months they overcharged me (since March 2021, almost a year), they offered to refund 2 months and keep the original price. I replied back that I wanted all the months refunded and the original price. After a month of following up (because they’ve had no response), they cancelled my service without my knowledge. Every time I have called, they just say “the operations manager is still reviewing it.” Which, apparently means they cancel your service while he takes over a month to decide to return money they illegally obtained. They now owe me a year of overcharges, that were not agreed upon in our original terms, and refuse to respond.

  Business response

  03/22/2022

  We informed *** ***** that we could no longer service her at the rate that she was requesting. Each year the accounts are updated with annual increases that are displayed in our current disclosures allowing us to make price adjustments from time to time and that the customer can stop service at any time.

  We did adjust her account to the previous year amount and explained that we could not continue servicing her 2 times a week at the 2-year-old pricing. On March 10 *** ***** called in stating she was upset and numerous times using inappropriate language demanding that we service her yard at the old pricing. We explained that we offered to have the price return to the old pricing as of 3/2021 and a credit for price difference the last two months payments 2022. The customer declined that offer. She wants the service to continue but does not want to pay the current rate pricing and wants the price difference refunded back to 2020 pricing. We declined that and she then proceeded to close her account at that time.

  
  We feel like we have been fair with this customer about the slight price increase to be waived this year back to the previous year. We could not guarantee that next January that prices may have to be adjusted up again. However, we could not waive the previous year’s increase at this time.

  We do offer the 8 weeks at $9.99 and then regular price thereafter.

  thanks

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

  Operations Manager

  Columbus Pet Butler

  Customer response

  03/24/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 16886070
  
  I am rejecting this response because: 

   

  It may be a slight increase to this company, but that’s over $200 stolen from my account without my knowledge or consent, which is completely illegal. It is completely ridiculous to agree to a refund of only 2 months.  I have hired an attorney now, and they will be receiving something from him. Freedom of speech is in our bill of rights, but thievery is not.  I also never agreed to cancelling my service, but it was closed on me anyway. I will never use your company again.
  
  Regards,
  
  ***** *****

  Business response

  03/30/2022

  We at Pet Butler feel that we have done all that we can do at this time to correct the issue.  We have stated that *** ***** rejected the new charge for services going forward. We were not able to to continue servicing her yard at 2019 pricing. We also were unable to refund the prior year pricing adustment for the 2021.

  Thanks

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

  Operatons Manager

  Pet Butler Columbus

*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. ↩