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:12/02/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  November 27. 2022 I do not have a support pet. I do not require a support pet. I have not donated to Support Pets. I have a charge on my credit card for $229 to Support Pets. I have addressed this with my credit card company and its still under review.

  

  Business Response

  Date: 12/12/2022

  Hey there, *****! We've attempted to look into your profile but we haven't have any success locating your account so far. We currently do not have any registered customer under the email you provided. We want to help clarify this matter asap, is there perhaps another email you may have used? Please let us know so we can work on this issue for you. Thanks very much and have a great weekend

  Customer Answer

  Date: 12/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is mildly satisfactory to me. I do not understand why people could not understand that I didn't have an account with Support Pets and thats why I knew the charge was made fraudulently. Im not Support Pets was the culprit at all. Its just that they were the only ones who could resolvethe matter. Outside of communication from BBB, I finally received an email from someone at Support Pets and was issued a refund. So I will accept this complaint as closed. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:11/17/2022

  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.

  I paid $99 for an *** certification for our dog. Today I received the letter. After doing research I can not find the Doctor named in the letter in *********. The web site said it would be a letter from a doctor in your state. There also was an 800 number listed for the doctor. The number was for a property management company. This is a cam and needs to be stopped.

  

  Business Response

  Date: 11/30/2022

  Hello *****, were sorry you ran into problems with your doctors information. First and foremost we would like to say that you were fully refunded on November 17th 2022, please allow up to 10 business days for the funds to be seen back in your account. (attaching screenshot here for proof). Also we've pulled up your account with the *** letter to verify your issue and when we call the number it goes to behavioral health network, which is the processing network for our doctors. We would like to remind you that we are not a scam and our doctors are legitimate and certified in their respective states. We make sure to match our customers to a doctor who is within their state to ensure a trustworthy and positive experience. We're not 100% sure if you have, maybe, misdialed the number or even heard the automated operating system incorrectly but we can assure you when we called the number on your letter from our end (just to be super sure) the call was placed to the correct number and processing network for our doctors. Let us know if you would like any further clarification or assistance in this matter and remember that once refunded your *** documents are no longer valid for Dobby. We wish you a great rest of your week!

• Initial Complaint

  Date:11/04/2022

  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.

  I purchased an emotional support card and tag from this company and was told I would get that and then was told I did not pay for that after the fact. I asked for a refund because I would have never paid $107.99 for some papers. My friend did the same thing same day and got tag and card. I am asking for a full refund due to being given wrong information.

  

  Business Response

  Date: 11/18/2022

  Hey there, ******. We've looked into your profile and we do see that you made a purchase for your both travel and housing documents + red carpet guarantee for ******. Although we do not see a purchase for an ID card or *** tag, we would like for ******* to be able to continue being an *** and for you to continue to enjoy having your best pal by your side. To make things right i would like to extend to you the courtesy of shipping out a free I.D card, free *** tag and i'm also going to throw in a free *** vest. Please let me know ********* size vest and also let me know how you would like to proceed so we can send these items out asap. Thank you and we wish you a great weekend.  

• Initial Complaint

  Date:10/25/2022

  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 7, 2022 I paid Support Pets for documents to allow my pets to stay with me anywhere. I did not receive anything in my mail from this company as promised. This company states a 100% money back guarantee. I called twice on 10/25/22 to request a refund. ****** refused my request a long with refusing me to speak to a manager. ****** stated they do not have the number to the "home office". Then stated the home office number is not allowed to be shared with customers. This leads me to the realization of this being a scam.I demanded a refund where I was offered ***** of what I paid.

  

  Business Response

  Date: 11/04/2022

  Hey there ******, Good morning! We're sorry to hear about your experience. We've gone ahead and taken a deeper look into your account and we've found that you have, in fact, been refunded in full for your *** Approval purchase on October 26th 2022. I am attaching a screenshot here for proof and will also be extending the courtesy of emailing you your refund receipt! We hope you have a great weekend.

• Initial Complaint

  Date:10/25/2022

  Type:Customer Service 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.

  I have ******** got *** documents from this company because they advertise that their health professionals will sign custom landlord documents. I did this a month & a half before my move in date so there would be plenty of time. I contacted their customer service asking how to get a custom landlord form completed, they told me to send a .pdf to ****************************** so thats exactly what I did. Next, I get an email back saying the professional was refusing to sign my letter & no one gave me any reason why except that the professional was uncomfortable. At no point, before purchasing these *** documents, was I informed that the professional could refuse to sign custom landlord forms, in fact, the opposite is advertised all over their website & in their responses to comments under their social media advertisements. Again, I was never informed that this might not be possible. So, because their customer service rushed me off the phone telling me they couldnt help me, it took a whole week of corresponding through email for us to finally come to the conclusion that they wouldnt sign my custom landlord forms, still with no reason. And now, its a week before I move & my landlord is telling me my *** letter is FRAUDULENT & not reliable. My entire month & a half of planning was wasted & what was supposed to help my stress is now causing me more stress & is going to cost me a lot more money. I thought I was going with a reliable, credible company! I would love to know how a company handing out fraudulent documents has an A rating with the BBB. I was rushed off the phone by their customer service & then every other rep I spoke with just kept telling me to wait when I couldnt because my move in date was coming up! They were so insensitive! These are supposed to be emotional support customer service reps?? They treat their customers in a very ubempathetic way & other people suffering from mental illness need to be warned before giving their money to support pets LLC

  

  Business Response

  Date: 11/04/2022

  Hello, ******. We're sorry to hear about your experience with us at Support Pets. We've taken a deeper look into your account and analyzed your screenshots as well. We apologize for missing the **** and not being able to fulfill your custom landlord form request. We understand your frustrations but unfortunately our doctor did not feel comfortable filling out your LL custom form, so we went ahead and refunded you in full for your *** approval purchase on 10-23-22 ( I'm attaching a screenshot of this refund here for proof). I would like to add that a lot of your screenshots are coming from an automated response system we have in place to direct customer tickets to agents, and not speaking to an agent themselves. We have however taken a look into your account and found multiple successful communications with our agents (attaching those screenshots here for proof as well). Sorry for missing the **** in regards to your landlord forms and we wish you the best in your endeavours. 

  Customer Answer

  Date: 11/05/2022

   
  Complaint: 18309645
  
  I am rejecting this response because: My landlord informed me that the housing letter I got was FRAUDULENT. How is support pets allowed to send out fraudulent letters while still maintaining an A rating with the BBB? I would appreciate an answer to that question. Also, your website & advertisements need a disclaimer making it clear that doctors can refuse to sign landlord forms & that landlords may deem them FRAUDULENT. How is a company allowed to hand out fraudulent letters?? Your false advertisements were totally misleading & cost us an $800 pet fee + $60/month ** the housing letter u sent us was considered fraudulent. Saying sorry doesnt resolve any of this. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/18/2022

  Hello again, ******. We understand your situation and your frustration. We wanted to point out the fact that your *** letter is not fraudulent in anyway. Your *** approval letter is authorized and documented by a licensed doctor who saw your need for your *** companion. The Fair Housing Act requires housing providers to provide reasonable accommodations to any person with a disability, and that includes providing equal opportunity to enjoy and use a dwelling. A landlord must give the tenant a reasonable opportunity to provide documentation regarding their emotional support animal before rejecting the tenants request. According to the Fair Housing Act, a person who is doctor approved to have an *** must be offered reasonable accommodations. There are very few exceptions to this rule. Since your landlord rejected your *** letter and our doctors withhold rights to filling out custom forms, we refunded you in full for your *** approval purchase on 10-23-22. On our website we have an entire section dedicated to information about landlord approvals, boundaries, and courses of action in case of being denied. It's unfortunate that you were denied and we understand how this can be very frustrating. We've done everything possible on our part to defuse this situation. 

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising 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.

  I ordered service documents and paid 99$ never got an email confirmation nor have I received any documents whatsoever. I have sent an email to the customer service and not received a response.

  

  Business Response

  Date: 10/31/2022

  Hey there, ****! Weve looked into your account, and we do see why you didnt receive the documents. Because you unsubscribed from our emails, the email containing your approval documents bounced. We sent you your approval documents on 10/12/22 and we contacted you back immediately in our customer service portal on 10/15/22, but the emails didnt go through because you unsubscribed. Ive attached screenshots of every communication here for proof. Were happy to help you solve this issue & get your documents to you ASAP! We can either send your documents to another email ( that is not unsubscribed to us) or we can issue a full refund at your request. Please let us know how you would like to proceed! Thank you and have an amazing week ahead

• Initial Complaint

  Date:10/06/2022

  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.

  i have paid for a dog to be an *** dog but the dog tried to attack me so i called less then a week later to put my cat on it instead and i have not got nothing but the run around for the last two weeks every time i call i give them my cats name and info and wait there 48 hours and still nothing i have called them every 4 days after looking for my cats *** documents and nothing i have a landlord charging me **** dollars for the cat and i shouldnt have to pay that if i get this letter plz get them to release Gypsys documents so i dont have to pay the **** for my *** cat ** *********

  

  Business Response

  Date: 10/16/2022

  Hello *********. We've taken a look into your account and we would love to make these changes for you, but on our end its shows you have not made a purchase yet. Do you possibly have a different email associated to another account other than: ************************ Let us know so we can proceed. Thank you, and have a great day! P.S. I've attached a screenshot to confirm we do not have any purchases showing for the account under the email ***********************. See attached files. 

• Initial Complaint

  Date:09/21/2022

  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.

  I placed an order for *** documents an a vest package along with a second vest since I have 2 combat animals from ***********. Along with me being a purple heart earner from combat. I received my docs in like 4 days which was 2 days past the time they say no big deal I received my first vest about 2.5 weeks later which was longer but never got my 2nd vest I called them right way to let them know they informed me they are working on it an I should get a tracking number shortly. Nothing. 3 weeks later i called again the service rep said she was sending a message to the department about it. I got an email from a **** in customer service I guess telling me I got my package but then changed it an said they were getting lots of orders an be patient they would send me a tracking number shortly well 3 weeks later still nothing. The last 3 days I have sent messages an called. Sat on the phone 3 days in a row for about a hour each an left my number for a call back. Nothing. I have been tring to resolve this issue but have zero help to get my second vest for my other dog. I do not appreciate being called a l lier. An disrespected as **** has done to me. Alone with now being ignored completely with zero call back or emails. Now I no longer want the vest I want a total refund of my $30 plus taxes. An all money that goes with this 1 vest. I have tried to work it out an been more then patient. Nothing takes 8 weeks to deliver an item. An if they are receieving orders they should fill the older orders first. I feel they have zero plans to deliver my other vest an I now no longer want it. Just my refund.

  

  Business Response

  Date: 09/29/2022

  Hey there, ******. We're very sorry for any misunderstandings or shortcomings on our part in regards to your case. We fully understand your frustration and want to take a step forward in the best possible direction by offering you a full refund. This message is confirming that your refund has been processed on our end in the amount of $196.09 on September 22nd 2022 . We will also extend the courtesy of emailing you the refund receipts for your convenience. We truly apologize for missing the **** on this one **************, we thank you for your service to our country and wish you an amazing rest of your week!

• Initial Complaint

  Date:09/10/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  This company is nothing more than a scam. First I paid $67 then they had multiple items with multiple prices popping up on the screen so another $97 was added before I figured out what exactly was going on. There was absolutely no "cart" to modify? I told them I wanted my $97 back and they said forget it. Then they send a harness for my dog that was too small based on his weight and not his girth???? They never asked which size he would fit in. Now they want me to pay for shipping to ship it back. This company claims customer satisfaction guaranteed, they lie. I have multiple emails going back and forth with this company. They are literally advertising one price then having consumers pay another price. This has to be fraudulent on some level.

  

  Business Response

  Date: 09/14/2022

  Hey there, ********. Were sorry if you had a bad experience with our company, we always aim for customer satisfaction. I would like to clarify that, at Support Pets, we work exclusively with real doctors who provide *** approval to our clients and that we are not a scam. From what we understand you purchased your *** approval + documentation on 8/17/22 for $97.00 and then, on the following page, were asked if you wanted to include the Deluxe bundle (Vest, ID card, and Collar tag) for $67.00. You clicked that you wanted the deluxe bundle so it was added to your purchase. We  do understand it can be very frustrating to recieve something that doesn't fit quite right on our animals, especially ordering online. We apologize for missing the **** in regards to *******'s vest size. In order to take a step in the right direction and avoid any future frustration, we've gone ahead and provided you with a full refund in the amount of $164 on September, 13th, 2022. Note this refund can take anywhere from **** business days to be reflected back on your account and that your *** documentations will no longer be valid. We will also extend the courtesy of sending your refund receipts directly to the email we have on file for your account. We wish you and ******* all the best!

  Customer Answer

  Date: 09/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/31/2022

  Type:Product 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.

  Last November 2021 I came across this ******** page for ***** I applied and paid for 2 animals because planes scare me . ***** went by and I didn't hear from them and at the same time I had lost my Dad and Uncle in a house fire so mentally I wasn't here , 2 tragic deaths had struck my family so of course it took a toll on everything I was doing . I remember seeing them on ******** once again , cannot remember the month and had complained on their post of me not receiving or hearing from them . I paid $170 for this package . But I have to blame myself for acknowledging a post on ******** and paying money . Now I don't see them anymore advertising but either way this taught me a ****** on impulse shopping and being so trustworthy . No , I received nothing , zilch and trying to get the doctors portion of my money back because I haven't received anything...at least by mail .They did return partial after the 6 months ( the kit $59.99 ) . They sent copies of when they emailed me but I don't trust it because it ends up in Spam and I personally don't adjust to this . Still looking for info about no reimbursement after 6 months and all I wanted to do was have my cat and dog sitting next to me regardless of paying for tickets . Isn't this what a support animals purpose is ? They lied , I'm grieving , no address of mine on file but how ? Money was taken from my bank account within minutes . Be careful of dishing out money to anyone . I should click on to receive my paperwork just to check out the Vets credentials , what a waste of my time and money . Just stay away until you check everything out . Lost 4 last year including my money , Never again , I'm done . Please be careful !!! It seems that so many businesses are taking advantage of people due to Covid , my opinion . Not right at all

  

  Business Response

  Date: 09/09/2022

  ****************. After reviewing your account, heres what we found:You placed 2 orders on 11/8/21.The first was for the *** approval, for $109.The 2nd order was for multiple physical items, including a physical/printed copy of your documents, for $59.99.Regarding the order for $59.99 that included the physical items:
  We could not send you this order because we didnt have a valid address on file for you. We contacted you 6 times via email, attempting to get your mailing address. I have included a screenshot of each time with the date and time stamp for you here:
  https://www.screencast.com/t/9wU1mAS0e - 11/17/2021
  https://www.screencast.com/t/bEx8qCpS - 11/19/2021
  https://www.screencast.com/t/QeFlKqxUrbwy - 11/21/2021
  https://www.screencast.com/t/3Jb7wrfX - 11/23/2021
  https://www.screencast.com/t/x6tCuJxscN - 11/25/2021
  https://www.screencast.com/t/ig5TQX9mlb - 11/27/2021. We also tried to reach you by phone, using the number we have on file for you, on three separate occasions. We didnt receive a reply until 8/16/22, when we agreed to refund you for the items that we couldnt send you, due to the missing mailing address.  This refund was processed on 8/17/22, for the amount of $59.99.We did everything possible to send you the printed documents. Again, we attempted to contact you 6 separate times by email and 3 times by phone,  Even so, we did refund that purchase when we you reached out to us, 9 months later.Regarding the order for $109 for the initial *** approval:
  You were approved for an *** by the doctor, and your letters were emailed to you 3 times, on 11/10/21, 11/11/21, and 11/14/21. (see screenshot here: https://www.screencast.com/t/1iDgECLf ) The first of these emails, all of which contained access to your documents, was sent within the promised timeframe.Had you contacted us at that time, or responded to any of our multiple attempts to reach you, we would have been happy to send them again via email, and had you provided your address, we would have also fulfilled your order for the physical items, which included the printed documents.Additionally, wed like to clarify the purpose of an emotional support animal (***). Emotional support animals are meant to provide comfort and companionship to their owners. With the doctors *** approval letter, an *** may legally live with their owner without extra fees or pet rents, and without limitations by breed restrictions or no pet policies. These rights are covered by the Federal Housing Act. Unfortunately, ***s no longer receive special accommodations for airline travel. (Trained service animals do, but this is not the same as an ***).We strive to be as clear as possible about the benefits, rights, and limitations of having an ***. We by no means wish to deceive, and if you see anything in our advertising that promotes airline travel for ***s, please let us know immediately so we can remove that message.Finally, although we do feel weve done everything possible to communicate with you to resolve this, and although you have had your approval documents for the past 10 months, we are willing to offer a partial refund of $20 as a gesture of goodwill. This more than covers the remaining 2 months on your *** approval.We are very sorry for your losses, and we wish you much comfort from your 4-legged family.