I had a very upsetting customer-service…
I had a very upsetting customer-service experience with Pettable today. I missed an ESA consultation because the provider’s call was intercepted by my call-screening service. I contacted customer service within minutes to explain what happened and reschedule. During that call, the representative told me, in substance, that he had been willing to waive the rescheduling fee but no longer wanted to and that I did not “deserve” to have it waived because of how the conversation was going. I ultimately paid the $30 fee and rescheduled, so this review is not about getting money back. My concern is how I was spoken to. A customer-service representative should not use a discretionary fee waiver as leverage or make a customer feel punished during a disagreement. I have asked Pettable management to review the recorded call. I hope they actually listen to it and address how this interaction was handled.