Jan G.

In 2018, my credit card information was fraudulently used to attempt to purchase video games with a Florida shipping address three days after I renewed my membership using the paper application supplied by my veterinarian. The credit card company recognized a difference in the Florida shipping and billing address and a out-of-character purchase, so canceled the transaction after calling me. (HomeAgain is located in Florida.) In 2019, my credit card information was stolen and used in three retail stores in Georgia and Florida. These transactions went through. After an investigation, my bank found the charges to be fraudulent. The issue was finally resolved nine months later.

It is my impression that HomeAgain, rather than devoting any effort to rooting out bad actors from their remittance department, is content to shrug and let the customer and bank battle through the fraud. (In one small act of good customer service, a supervisor did ask the last four digits of my credit card ostensibly to follow up.)

My strong recommendation is to send a money order, rather than to use a credit card or check to purchase membership.

When my cat did go missing, the missing poster HomeAgain sent was useless. Although a photo of my cat was on file, it was omitted from the poster. (My cat returned eventually several months later.)

My second strong recommendation is to bring the abysmal service of this company to the attention of your veterinarian.

How is it a service division of a multi-national pharmaceutical company can continually receive shockingly low ratings and still function without any attempt at improvement?