Important information

• Customer Complaint:

  The business requests and BBB recommends contacting the business prior to filing a complaint. Please contact [email protected] to reach Kayla Boyd, Custome Service Manager. In February 2019, the business reached out to BBB to address the pattern of complaints and advised they are under new management.
  
  "We at Pet Chip Registry would like to address some of the complaints and confusion which has come to our attention as well as the attention of The Better Business Bureau.
  Our company is named Pet Chip Registry. Pet Chip Registry is an online pet microchip database which holds contact information submitted by any pet owner who desires an extra layer of protection for online searchable purposes. We process hundreds of registrations daily from satisfied members who understand the power of the internet and online searches.
  Our database (PetChip.info) has conducted over 20 million searches in an effort to reunite lost pets with their owners. We are not microchip distributors and we do not claim to have any affiliation with original microchip distributors. Microchip distributors are responsible to collect the contact information of each pet owner at the time the microchip is implanted. Pet Chip Registry is not part of that process nor do we share the contact information that our members submit with any other database or distributor. Our database will display the exact microchip number and contact information submitted by the pet owner when the microchip number is entered into the search engine. When a new member submits a specific microchip number during the registration process, they must search using the exact microchip number to locate their pet's profile page and contact information within the database.
  However, if the microchip number is entered incorrectly or for example, if the letter "O" is entered in lieu of the number zero, the account will not display. In short, there are a few mistakes that a new member could make while searching the database that would lead to an "error message". Therefore, we can understand why some members may not be able to locate their own contact information when searching. It is easy for us to resolve because we, as administrators, can also search by email address to see where the issue lies and the problem is usually resolved easily and instantly. Luckily, it is not possible for the database to make a mistake and it is usually the mistake of the new member.
  We have eliminated ID tags from our company completely in order to keep our registration fee as low as possible. Previously, tags were offered as part of the registration process for an extra fee of $12.99. Out of the tens of thousands of ID tags sent to our members, we did have some issues of ID tags not reaching their destination via USPS mail. Therefore as new owners, we have decided against ID tags altogether and do not offer tags on our website at all.
  While some members allege refunds were never issued, refunds are never disputed and automatically granted due to PayPal's "Buyer Protection" guarantee. This is the reason as to why our company made the right decision in selecting PayPal as our only payment processor. Furthermore, we have never protested against a refund to any member even when it is outside of the 60 day deadline which is set by PayPal.
  PayPal also understands that with this volume of new members on a daily basis, there will be a significant amount of refunds. Our current refunds equate to less than 3% of our total sale which is actually far less than most companies.
  Hopefully, this message will reach across to the very few dissatisfied members which did not have a full understanding of the service PetChip Registry provides to further protect their beloved pets."