This is review is ONLY about a specific…
This is review is ONLY about a specific customer support agent, Agustin W. My experience with my pettable clinician has been nothing but spectacular and she will get her own separate review. I was informed by email, sent May 25th 2025, that I was in my renewal window which expired June 24th. Imagine my surprise when my clinician told me my letter has expired. I had already scheduled an appointment and was billed, then was informed I needed to be in my state of residence for my appointment to take place. My clinician cancelled my appointment for me well outside the 24-hr notification window, as I was going to be out of the country. When I saw I was still charged $99 but had no credits applied to my account, I reached out to customer service. I stated the error in their system and was continuously met with denial that there was no error. Even until the end, when they finally waived my reschedule fee ‘as a courtesy’ , Agustin W. would not admit there was any wrongdoing on the behalf of pettable even provided with proof of said email that stated when my renewal due date was. Do not let customer service lead you to believe you are wrong, take screenshots, save emails and conversations to prove they are incorrect. All that was needed was an admission of an error and all would have been fine. Agustin W, you are too prideful to admit fault even with provided with concrete evidence of an error or raise the issue to a supervisor as requested in email.