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:05/02/2025

  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 called to set up a consultation on May 1st. I was told explicitly that the money would not be removed from my account until I had been approved for an *** letter. The money was removed before the phone call was even over. Throughout the course of the night my card has been charged countless times totaling $243.34 on top of the money prematurely removed for the *** letter. These charges included things like ******, ****, ****** plus amazon prime, ***** and ******* subscriptions as well as charges from companies I didnt recognize such as *** money transfer, primevida beauty, remitly, and recharge. I expect a full refund of all the random charges to my card as well as the charge for the *** letter because I no longer trust this company. The charges including the *** letter totaled $473.33. Im disappointed in myself for falling for this scam I can usually tell when a company is not legit but I sought out an *** letter during a very stressful time in my life and have gotten more stress on my plate because of it.

  

  Business Response

  Date: 05/05/2025

  Hi ****,

  The only transaction that US Service Animals placed on your card was a pre-authorization in the amount of $229.99.  That transaction has since been cancelled at your request.  Attached is a screenshot of the voided transaction.  I am unsure what the other transactions are in your screenshots but they are not transactions from US Service Animals.  I would suggest you contact your financial institution to inquire about those other transactions.  

  Sincerely,

  US Service Animals

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I understand the the other charges did not come directly from us service animals, but the charges came in after I made the transaction and I have not used my card for anything else so it tracks that it had to do with your company. I just got a new card less than a month ago and your company is the only place I have given that card number to.

  Thank you for the refund of the *** letter but I would expect reimbursement for the fraudulent charges as they are clearly connected to the transaction that I made with your company. 

  
  Regards,
  
  **** *****
  
   

  
  

• Initial Complaint

  Date:04/22/2025

  Type:Delivery 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.

  Yesterday 4/22/24 I placed two ordered from the website **************************. I paid 400 dollars to meet with a health care provider and register my animals as ***. There were some sketchy practices that occurred when talking to the provider as well as I was decieved into paying 200 to register my animals and now I know there is no legal way to register animals as an ***. All of this has given my more anxiety knowing my apartment might not accept the *** letter I was given. This company is full of sketchy and fraud stuff. I will settle for nothing less than a full refund. I also tried contacting the buissness. It is also ridiculous. to price ***** like this when i can just go to my pcp.

  

  Business Response

  Date: 04/25/2025

  Hi Caledonia,
  I'm sorry to hear that you were not satisfied with your recent purchase. I understand your concerns and truly regret that you felt misled regarding the registration for your emotional support animals.

  
  Please know that we strive to be transparent about what our registration includes. On multiple pages of our website, we state the following:

  
  This registration may be sufficient when presented to individuals in your everyday life. The ** card, in addition to a vest, collar tag, and leash, often goes unquestioned. However, in order to receive federal legal protection for you and your **** federal law requires that you present your prescription letter for an Emotional Support Animal to your landlord.

  We have fully refunded both of your purchases, and PDF copies of those refund confirmations are included with this message for your records.

  
  We appreciate your feedback and are here to help if you have any further questions or need assistance moving forward.

  
  Warm regards,

  US Service Animals

• Initial Complaint

  Date:04/15/2025

  Type:Billing 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.

  In July of last year I used US Service Animals in order to get an *** letter for my cat. I paid them $179.99 at the time and I thought that was it The payment went through, I received my order receipt and this is the ONLY transaction with them that shows in my order history on their website.Despite this, I noticed today a $19.99 charge in my account from them. Tracing it back I can see that they have been charging me $19.99 every single month since then, a charge that I most definitely did not authorize. I do not see anywhere on their website that I have an active subscription with them (nor did I ever approve one) and, as shown in the attached images, I dont have any history of agreeing to such a transaction in the order history they provide on their website. I also know that these payments they have been charging me each month arent for the original $179.99 purchase I made, because I can see where I was charged in my checking accounts transaction history for that purchase.I would like these charges to stop and to get the money ive been erroneously charged back. (the $179.91 from 9 months of unauthorized $20 charges)

  

  Business Response

  Date: 04/18/2025

  Hi ****,

  I do apologize for any inconvenience this has caused you.  The charge that you were seeing is a monthly charge for our VIP program.  It allows our customers to get a free yearly renewal, a free training course from ************ free product replacement, as well as discounts from the many partners we have with US Service Animals.  The program is offered free for the first 30 days.  

  I have cancelled the monthly subscription and I have refunded all of those monthly charges.

  Sincerely,

  US Service Animals

• Initial Complaint

  Date:03/31/2025

  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 want to close my account and be refunded all 3 purchases for the 354 dollars. I am NOT happy with the service I've received. I have been fooled by this company and so has a few friends of mine. I want all of my information deleted and the money back. Again I am NOT happy with this service.

  

  Business Response

  Date: 04/18/2025

  Hi ******,

  I am very sorry to hear that you were not satisfied with the service provided by US Service Animals.  We pride ourselves on providing excellent service to our customers and are sad to hear that you feel as if you have been fooled.  We follow all state and federal laws regarding someone living with their emotional support animal.  We also offer legal support to anyone that has roadblocks standing in their way of living with their emotional support animal. 

  I have fully refunded the order for your consultation, the other 2 orders had already been refunded.  I have attached copies of the refund pdfs for you.  

  Sincerely,

  US Service Animals

• Initial Complaint

  Date:03/14/2025

  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.

  I requested a refund of my order (#*******), per their refund policy listed on their website. (Direct quote of their policy:)"If you are not completely satisfied, please call us or email us for a 100% refund with 45 days or your purchase. My order was placed on January 23, 2025. My original email asking for the full refund was dated March 3, 2025, and is within the 45-day limit. I listed reasonable cause for requesting the refund--they charged me for a VIP program that I did not sign up for (in fact I asked to opt out when they originally offered it over the phone), and there was no easy way to opt out, which is against click-to-cancel laws. I found nothing for opting out of the VIP program on their website except for the note that I could call or email them. However, when I attempted to call to cancel, they put me on hold and after about five minutes it went to voicemail, even though they informed me I could stay on the line until someone was available to assist me. After requesting the refund I was offered the VIP again at lower prices multiple times, and eventually, after telling them repeatedly that I did not need it and as previously stated wished to receive a full refund of my actual order, they finally told me they were going to cancel my order.I waited over 5 business days for the refund to hit my account and it never did. I reached out again and they apologized, saying they would refund $30 instead of the $19.99 (they were supposed to cancel my entire order, not just the $19.99 from the VIP they inappropriately charged me for), for my inconvenience. I emailed them again to clarify, as it was strongly implied that I would be receiving a full refund as they previously told me they were cancelling my order. I have received no reply from the business since then.There is no reason I should be denied a full refund, as they clearly offer it, and I have reasonable cause to request it. They have not given me a reason for denial either.

  

  Business Response

  Date: 03/19/2025

  Hi ******,

  I do apologize for any confusion regarding your order.  As you know on our website, the refund policy is a little more extensive than what you have quoted here in the complaint and states that for a refund on the *** letters, those are required to go through our legal dept.  However, when you reached out to us initially via email, the agent responded to you that she had refunded your order, then when you later contacted us about not receiving your full refund, we backtracked on what you were originally told.  This does not make for a good customer ********************** experience and we do greatly apologize.  We have fully refunded your purchase due to the miscommunication in the first response to you.  Attached is a copy of all the refunds issued.

  Sincerely,

  US Service Animals

• Initial Complaint

  Date:02/26/2025

  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.

  I recently used usserviceanimals to try and get an *** letter for housing at my college/university, which I thought was a government owned resource. When meeting for my consultation and finishing up the phone call, I was told to lie to my housing saying to tell them I have met with this provider multiple times and that they were referred through my insurance, which they were not. As a person who values honesty and does not wish to live under guilt or constant stress on top of my ongoing anxiety, this really made me feel uncomfortable. Once I sent the letter to my school they told me that I was scammed and that I should request a refund and that I should not be paying such an extensive cost for something that is not accepted by AHEAD. I wanted to receive an *** letter for housing, not to be under more stress to live with my *** animal.

  

  Business Response

  Date: 03/06/2025

  Hi Claryssa,

  I am sorry there was any misunderstanding that we were a government affiliated business.  I am also uncertain as to who would have told you to lie to your housing about how many times you had met with the provider or how you were referred to the provider.  That is not anything that we would suggest to our referrals and this is being investigated.   We do not ever mean to cause our customers additional stress.  

  We have fully refunded the charge for the cost of the service.  Our legal team should have emailed you documentation regarding the withdrawal of service.

  Sincerely,

  US Service Animals

• Initial Complaint

  Date:01/31/2025

  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.

  I am filing this complaint due to deceptive business practices and a failure to honor a promised discount.
  1. Misleading Business Name & Representation
  US Service Animals gives the impression of being a government-affiliated organization, which it is not. This is misleading to customers who may believe they are dealing with an official government service.
  2. Inadequate Therapist Consultation
  The company claims to provide an evaluation by a licensed therapist before issuing an emotional support animal (ESA) letter. However, my “consultation” lasted only one minute, which is far too short for a proper evaluation. This raises concerns about the legitimacy of their service.
  3. Failure to Honor a 10% Referral Discount
  I was promised a 10% referral discount, but the company refused to apply it to my order despite my eligibility.
  4. Request for Full Refund
  Due to the misleading nature of the business, inadequate service, and refusal to honor their discount, I am requesting a full refund of $229.99.
  
  I expect a prompt resolution and request that the BBB investigate this company’s deceptive marketing practices.

  

  Business Response

  Date: 02/08/2025

  ** *******

  We have attempted to contact you by phone and email regarding this complaint to discuss this with you.  Regarding the name of US Service Animals, there are many companies that start with US that are not government affiliated, any agency affiliated with the government would usually have a .gov in the url to their website.  

  The therapist that you spoke with conducts each consultation as they see fit, we are unable to tell them how to conduct the consultation or set limitations on them.  Also, due to you are a California resident, the mental health professional has to do an additional consult with you before writing a letter for an emotional support animal.  That is due to the state of California requires an ongoing relationship between the client and therapist.  

  Due to your dissatisfaction with this service, I am fully refunding you the remaining amount of $224.99.  We will be advising the mental health professional the 2nd consultation is no longer required and you will not receive the emotional support animal letter once the 30 day hold is up.

  Sincerely,

  US Service Animals

  Customer Answer

  Date: 02/10/2025

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22879873, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  ****** ***

• Initial Complaint

  Date:01/28/2025

  Type:Customer Service 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.

  I was looking on the **** website to get my pet registered as an *** pet. About 30 minutes after I gave the website my phone number I got a call. I wasn't aware that they were going to call me, let alone during this call take my money to "hold it" until I got the *** form. I am a college student and wasn't fully aware of the process to get an *** animal. After I gave my money to this website I looked into if this comapany was a good way to get an ***. I have noticed many people said it is not. I would like a refund due to the fact that I feel like I want to find a better way to get an ***. Thank you.

  

  Business Response

  Date: 02/03/2025

  Hi ******,

  Our website and our sales agents advise our customers that the consults are "risk-free", our agents also explain on each call that a hold will be placed on the card until the consult takes place.  If the client is approved, the client is then charged for the order, if the client is not approved the hold is released.  Also, due to you living in **, the California state laws recently changed requiring a mental health professional to establish a relationship with the client before they can issue an emotional support animal letter.  

  Due to your dissatisfaction, we have fully refunded your order.  We have also changed the email address on your account, so when the 30 day hold is up you will not receive the letter from the mental health professional.  

  Sincerely,

  US Service Animals

• Initial Complaint

  Date:01/28/2025

  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.

  US animal services worked with ********* ***** who is a contracted counselor I believe through them. She asked me very inappropriate questions and did not give me a moment to get situated and prepared for the very rude questions that she asked. She then said that I was projecting on her (whatever that meant,) a whole bunch of derogatory things in counselor dictionary type of way to try to make me feel belittled. Afterwards she said I don't deserve to have a support animal. This happened today January 27th I got a phone call probably close to 1:00 from her. I would like a refund of all the money I spent which is about $300 I would like a formal apology from the company and I really think they should be made aware that ********* ***** should not work there for them. She has been continuously calling me an even left a message harassing me and threatening me with a lawsuit. I have added a screenshot of the phone calls. As well as the denial letter. I do have voicemail I just don't know how to send it.

  

  Business Response

  Date: 02/03/2025

  Hi *******,

  I am very sorry to hear that you had such a difficult time with ********* *****.  She is no longer working as a licensed mental health professional as of last week.  

  In reviewing your orders, all moneys have either been voided or refunded.  Attached is a screenshot showing the transactions.  

  Please accept our sincere apologies.

  Sincerely,

  US Service Animals

• Initial Complaint

  Date:01/02/2025

  Type:Customer Service 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.

  Approximately 6 months ago, I used live chat on this companies website to let them know I wouldn’t need their services anymore. The rep I talked to said it was no problem and said I would be taken off. Fast forward to today, I have received phone calls everyday for the past 8 days (minus Christmas) from this company wanting me to renew service. I have told now two of these callers to stop contacting me. This is harassment to the fullest.

  

  Business Response

  Date: 01/06/2025

  Hi *********

  I do apologize that your request to not be contacted wasn't taken care of when requested 6 months ago.  The agent that you spoke with on the 31st of Dec. did put you on our do not call list.  I have attached a screenshot of your account showing that your number is on the DNC list.

   

  Sincerely,

  US Service Animals

  Customer Answer

  Date: 01/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22752053, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  ******** ******