Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 4 I went on the app I used to pay the company and disputed the charge for the service because my college said the company is a scam, within four hours i got a call from the lady in charge passive aggressively saying i shouldve at least given a phone call before leaving awful reviews (i did call and it wasnt a review, it was a dispute of the charge) she went on to berate me for not believing in her and her husbands legitimacy and told me good luck on getting documentation for my animal without their help. The service I received was extremely rude and unnecessary as I rightfully was skeptical due to my schools confusion and response to the paperwork I was given from the provider. While I am still unsure about the legitimacy of the company, the phone call and response to my worry about the service was so awful I would not recommend this company to anyone. I do not wish to be in contact with this business ever again.

  

  Business Response

  Date: 10/11/2022

  I spoke to S.B. initially on 9/30/22. He contacted us for documentation for an Emotional Support Animal that he wanted to keep in University Housing.  After explaining the Federal Assistance Animal program, I asked S.B. a few questions, and assured him that he qualified for this program. I explained to him that University Housing tends to make it difficult for students to have animals in student housing, and that his University would be giving him additional documents for our provider to complete. After our conversation I emailed him the Assistance Animal program for him to review.

  On 10/3/22, S.B. contacted me and stated that he was ready to, "Move forward". We completed his assessment, received payment, and later provided S.B. with his documents. I reminded S.B. that his University would be giving additional paperwork for us to complete and that he should sign his portion and send the documents to us.The following day S.B. gave our letter of medical necessity to the accommodations ***** at his University. The University, without researching or vetting refused to accept our document.  S.B called and emailed us at that time, we did not answer or respond immediately (we were not open yet, his time zone is two hours ahead) he filed this complaint with the BBB and disputed the charge. I called him when I saw his complaint. During that phone call I asked if he would like to continue with the documentation for his University, or if he would prefer a refund; he asked for a refund.  I refunded him immediately and texted him proof of the refund.We never get complaints. I feel terrible that this young man felt that I was, "passive aggressive" with him. I was not upset with him, but with his University. I would have expected an ********* of ****** learning to verify information before making derogatory and unfounded statements to their students.  My, "Good luck" comment is taken out of context. I told S.B., good luck, finding a provider that his University would accept.

   

   

   

  Customer Answer

  Date: 10/11/2022

  I do not accept this response as I did not send out a complaint to the BBB for this issue until after the phone call incident. I said this three times during the phone call; what the business is saying is not correct. I made a paypal dispute which I could have deleted had I had more clarification from the business about why my college claimed the business was a scam. I made this complaint as a result of how I was treated for rightfully having concerns about why my letter was rejected. Had the business calmly explained to me why I was having the issue I was I would have deleted my dispute which is not visible to anyone but me and the business anyways. This is no longer about the documentation, it is about the service and the businesss behavior. I had multiple people within my school (as I was working during this) come out the classroom to figure out what was wrong. The person who suggested this business to me also apologized and said they would never had suggested this place had they known this is how they act regarding concerns. Again, I do not want further contact from the business due to the rudeness I received. 

  

  Business Response

  Date: 10/12/2022

  I have already refunded the purchase that S.B. made.

  Because S.B. is unwilling to have further contact with us, it is difficult to have further resolution. We welcome the opportunity to explain the federal program again and the errors and untruths that the University stated. Of course, everyone is entitled to their own opinions and perceptions. S.B. stated that he was upset because we did not reply to his phone call or email, I explained to him that those contacts were made before we opened, that we are in a time zone two hours behind him, and that we had always responded to his contact previously.

  My reaction was more out of disbelief that a University would have such a response, without verification, to one of their students, and that a student that had been given and encouraged to read the supporting documents provided to them, by us, would fail to advocate for themselves. Of course I would not be upset with S.B.'s response, truly he was misinformed and misled by his University.,

  Whether he accepts it or not, I truly apologize that he was upset by my call.
  

  Customer Answer

  Date: 10/13/2022

  I do not accept the response because the business is still not addressing their behavior and instead now changing it to addressing the college which was not done originally. It is not my perception it is factual. I am not discussing my refund or the college, I am discussing the service I received which was unprofessional and rude. I also do not believe there is a resolution because the matter is over and I have already stated that my resolution is no further contact. I have nothing else to say to the business.