16 Sep, 2019 → by ClaimboUser290383
Bad Business Policies

1

Had an emergency situation where pet needed treatment. Decided to apply for a payment plan via Scratchpay, which was not denied but the process to apply was horrible. Their website states "instant decision", far from it. The application was completed when I was at the vet with an EMERGENCY.. After completing the app online, I received an email with a reference number stating that I needed to send a photo ID, which I promptly did. After I sent it, I called their customer service line and the insanity ensues. Remember, I am waiting at the veterinary ER with an emergency while this is happening. The story regarding my application status changed every time I spoke to someone, the first person told me they could not find my application even when I gave them the reference number that Scratchpay emailed to me, and I confirmed all of my personal information. When she finally found it, she claims it was expedited as she knew it was an emergency, and told me I would be getting an email in a few minutes, NEVER got that email. When I called back to follow-up, the second person was rude and I had to go through the same thing again because she also was incapable of finding my application. When she finally found it, again I was told it was expedited to wait for the email that NEVER came. (Meanwhile, I am checking trash and spam folders to make sure I did not miss it--NOTHING.) The third time I called, I was asked if I had signed a promissory note. What note? Was my response to her because I STILL had not received a thing. Thank goodness that I did not have to rely on this as the only option to have my cat treated, if it were, he would have been dead. Their business process is horrific and one of the most unfriendly that I have ever encountered. Additionally, I have established positive credit history and confirming my identity is not difficult. The day AFTER this scenario, I receive ANOTHER email asking me to send proof of identification in AGAIN. It really speaks volumes of how fragmented their procedures are for processing applications. They are in the business of providing financing to people who are the midst of having to make what are potentially life and death medical decisions based upon what they say. Accordingly, they should be in the position to have a stream-lined process that can handle such a situation. Clearly, that is not the case. When people show you who there are, believe them. From the very beginning, their organization screamed disorganization and disarray. In the end, I know I dodged a bullet not having to be at the mercy of business process since I did have other resources. Good luck if you have to deal with these folks..horrible.
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