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:07/18/2025

  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.

  The company pet screening is harrasing me everyday just to sell me a insurance I already gave them all the information an *** LETTER THAT ARE ASKING ME THEY SAY IS NOT VALID

  Business Response

  Date: 07/23/2025

  PetScreening respects the privacy of our users and will not respond on third-party websites to maintain the confidentiality of consumer information. We would be glad to address any concerns in a secure channel. Users may reach us at ************************************************************ for assistance.

• Initial Complaint

  Date:07/18/2025

  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.

  Two years ago we had to have our pet screened when we applied to rent an apartment. This is the company that did the screening. We moved out of that apartment and bought a house a year ago. I got a $30 charge on my credit card a week ago from this company for screening. For whatever reason, they apparently kept my card on file (which I would never give permission for) and they charged me again for no pet screening. I see on ****** reviews for this company, many people complain about the same issue. Also, this company doesnt have a phone number so that you may call them for help. They are crooks/thieves and are taking advantage of people who were forced to use their one-time service. I wish I and others who had to deal with this issue could file a class action suit against them.

  Business Response

  Date: 07/18/2025

  Thank you for the feedback and the opportunity to respond. We apologize that we were unable to meet the user's expectations. We aim for the highest level of customer service. 

  
  We were unable to locate the user's account via the information provided in the formal complaint. However, if we can assist you further or if you have any additional questions, please feel free to reach out to *********************************** In addition, the user may add "********************" in the subject line for reference. We have team members available for assistance M-F 7AM - 10PM EST, and we will do everything that we can to help!
  

  
  

• Initial Complaint

  Date:07/08/2025

  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 am disabled and have sent 2 documents to the website Petscreening and tried to turn in the paperwork to StillWater Apartments stating that my cats help me with my disability via Current Drs note and I also sent them my official declaration of disability from *** also. Pet Screening website are saying that these documents are not good enough to be used as proof of disability and cats are a medical necessity and Still Water says I have to use Pet screening to Document my cats medical necessity paper work.Pet screening wants to charge me ***** for Pets and if I Dont fill out the proper paperwork then they will tell Still water that I have an outstanding balance and have not finished the paperwork.I have filled out the disability paperwork online several times over several times to fill out the proper paperwork on line only to be met with another excuse for the paper work not being acceptable and if the paperwork isnt fixed within 10 days then I will have an outstanding balance for pet rent.

  Business Response

  Date: 07/18/2025

  Thank you for the feedback and the opportunity to respond. We apologize that we were unable to meet the user's expectations. We aim for the highest level of customer service.
  
  ********************** follows the Fair Housing Act and HUD guidelines to review requests for accommodation relating to assistance animals, and there are no associated PetScreening charges for this profile type. The user submitted documentation that was not sufficient to support the request. PetScreening asked for more information, consistent with state and federal law, so that we could continue with the review.
  
  We do see that new information was provided, and we were able to complete our review process. We have also determined that the user's request should be recommended. The user should see the update within the profile on their end as well.

  If the user has any additional questions or if there is anything else we can do to assist, please email our team at ***********************************

  
  

• Initial Complaint

  Date:07/07/2025

  Type:Order 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 had identified a rental home that would suffice for short term. The rental agency uses this company to validate Emotional Support Animals. I have provided accurate, timely and legitimate reasons backed by a doctor and therapist for my animals but continue to be denied. Now, the rental agency is refusing to rent the home to me. This cannot be legal.

  Business Response

  Date: 07/11/2025

  Thank you for the feedback and the opportunity to respond. PetScreening follows the Fair Housing Act and HUD guidelines to review requests for accommodation relating to assistance animals. The user submitted documentation that was not sufficient to support the request. PetScreening asked for more information, consistent with state and federal law, so that we could continue with the review. Once the updated documentation has been provided, we will proceed with our review process. If you have any additional questions, we are happy to assist and can be reached at ************************************************************.
  

• Initial Complaint

  Date:06/28/2025

  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.

  They ******* me with emails every day! It is extremely annoying and there is no option to unsubscribe. I did not sign up with them. Our new apartment apparently have our info to PetScreening, and PetScreening made it sound like it was mandatory. Even though we indicated on our lease application that we do NOT have pets, PetScreening kept bothering us that we need to create an account even if we don't have pets. My husband created an account and the moment he finished, his email was targeted by many other companies. Even after creating the account on **********************, they pushed ads and "offers" from other companies onto my husband, then to his email. They sell and share people's emails and with time our emails become useless and prone to theft and phishing. Even though we indicated on lease we do not have pets and my husband made an account on ********************** saying we don't have pets, PetScreening is still sending me emails to create an account saying "that everyone has to have a profile"!. It also says not creating a profile will cause delays in a lease application or similar consequences, but we've moved in over 3 weeks ago without a problem, so it shows they will threaten you and scare you to create an account just to sell it to other companies and make our personal emails targets for junk and spam! Please remove me from your mailing list and delete my email from your servers!

  Business Response

  Date: 07/11/2025

  Thank you for the feedback and the opportunity to respond. We apologize that we were unable to meet the user's expectations. We aim for the highest level of customer service.
  

  Our team deactivated the user's account on 7/2/25, so the user should no longer receive future email communication from PetScreening.

  If the user has any additional questions or if there is anything, in addition, we can do to assist, please email our team at ************************************************************.
  

  
  

• Initial Complaint

  Date:06/13/2025

  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.

  Additional charges for household for second animal when account should be household. Then they keep sending back rejecting account for diiferthings. They don't understand but no way to correct firms. They are different use and set up accounts to auto renewal but don't provide easy ways to cancel accounts when no longer needed. It is a scam they tell leasing agents they will screen pets for housing to make it easier for them and they don't realize this is not a legit business and base decision on what this company says when all they are doing is requesting more and more money from tenants.

  Business Response

  Date: 06/17/2025

  Thank you for the feedback and the opportunity to respond. We apologize that we were unable to meet the user's expectations. We aim for the highest level of customer service.
  
  ********************** follows the Fair Housing Act and HUD guidelines to review requests for accommodation relating to assistance animals. The user submitted documentation that was not sufficient to support the request. PetScreening asked for more information, consistent with state and federal law, so that we could continue with the review.
  
  We do see that new information was provided, and we were able to complete our review process. We have also determined that the user's requests should be recommended. The user should see the update within the profiles on her end as well.
  
  In addition, PetScreening does not have any associated charges for assistance animal profiles. The original profiles created by the user were for household pets, and the user deactivated the profiles after the profiles fees were processed. We have since refunded the associated fees, and we ensured that no future billing will occur. 

  If the user has any additional questions or if there is anything else we can do to assist, please email our team at *********************************** Thanks again.

  
  

• Initial Complaint

  Date:06/10/2025

  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.

  On 5/30/25 I was charged $30. I reached out to the business to get a refund, which they told me they issued and that it should take 5-10 days to received. 10 days later, I had not received my refund so I reached back out. In the response to my second message, they told me they could not find any charge linked to that account. I am still awaiting my refund.

  Business Response

  Date: 06/10/2025

  Thank you the feedback and the opportunity to respond. We apologize that we were unable to meet the user's expectations. We aim for the highest level of customer service.

  In reviewing the user's account, it appears that the user created a duplicate account for the same household pet.  After additional conversations with the user, we identified the miscommunication and ensured that a refund was issued.  We also confirmed that both accounts are now deactivated to prevent further charges.

  If we can assist the user further or if the user has any additional questions, please feel free to reach out to *********************************** We have team members available for assistance M-F 7AM - 6PM EST.
  

  
  

  Customer Answer

  Date: 06/10/2025

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

  As a future corrective action, associates should be trained to ensure that there is a refund to give before confirming that they will provide a refund. This would have solved my problem earlier as the associates would have informed me that the account did not have a charge and that it must have been another account

  
  Thank you. 

  
  

• Initial Complaint

  Date:06/09/2025

  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 applied the apartment and got an *** letter from an approved therapist and they wanted to know how I interacted with the therapist and have yet to approve the apartment .

  Business Response

  Date: 06/10/2025

  Thank you for the feedback and the opportunity to respond. PetScreening follows the Fair Housing Act and HUD guidelines to review requests for accommodation relating to assistance animals. The user submitted documentation that was not sufficient to support the request. PetScreening asked for more information, consistent with state and federal law, so that we could continue with the review. Once the updated documentation has been provided, we will proceed with our review process. If the user has any additional questions, we are happy to assist and can be reached at ***********************************

• Initial Complaint

  Date:06/08/2025

  Type:Service or Repair 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.

  Cancelled a service 2 years ago and still getting annual bill.

  Business Response

  Date: 06/10/2025

  Thank you for the feedback and the opportunity to respond. We apologize that we were unable to meet the user's expectations. We aim for the highest level of customer service. 

  
  We were unable to locate an active user's account via the information provided in the formal complaint. The email address provided in the complaint is linked to a deactivated profile, and we are unable to find any recent associated charges. However, if we can assist the user further or if the user has any additional questions, please feel free to reach out to *********************************** If the user has a different email address that we could further research, we would be happy to help. In addition, the user may add "********************" in the subject line for reference. We have team members available for assistance M-F 7AM - 6PM EST, and we will do everything that we can to remedy the issue!
  

  
  

  Customer Answer

  Date: 06/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. **** at PetScreening was able to locate an erroneously active account and deactivate it for us. I do not expect any issues moving forward. I appreciate the BBB and PetScreening's **** efforts to help us resolve this. 
  
  Thank you. 
  

• Initial Complaint

  Date:06/06/2025

  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.

  This company keeps sending my back my submission for my dogs to be listed on my apartment lease as *** insisting I must provide new documentation even though I've already sent in everything necessary. I have repeatedly told them that I have no additional documentation to provide and that they must accept or deny based on what I've submitted, but they will not take that action. Instead, they are repeatedly sending my application back to me. No doubt they are doing this because rejecting my *** documentation could lead to potential legal issues. Their response to me telling them that I have no additional documentation to provide is "We have made our stance clear and have offered you the options you may take at this time."The lack of professionalism from this company is shocking.

  Business Response

  Date: 06/11/2025

  Among its services, PetScreening (PS) reviews requests for accommodation of assistance animals in housing submitted by applicants and tenants of **' housing provider customers. These reviews are conducted under the legal standards of the Fair Housing Act and HUD guidelines. ** does not itself ***** or deny the requests; instead it assesses whether the information provided is sufficient to support the request and, if it is, PS "recommends" that the accommodation be *****ed by the housing provider. If the information submitted by the requester is not sufficient to support the request, PS will ask for additional information to meet the standard. In this case, the Complainant (as she has said) stated that the information she presented was sufficient and she had no other information. PS' communications with the Complainant were intending to make clear that the information was not sufficient and that PS was asking for more information. We expressly stated that we were not denying the request and were prepared to resume our assessment upon receipt of the requested information. Complainant demanded that PS "accept or deny" her request, which is not PS' process or right. As it stands, ** will consider any further information Complainant may submit but will not issue its recommended status for a request that is not sufficiently supported under the legal standard. Complainant is free at all times to present her matter directly to her housing provider.
  

  Customer Answer

  Date: 06/12/2025

   
  I am rejecting this response because:
  Pet Screening insists that the housing provider can only accept or deny the application. However, all the information that has been provided has been sent directly to Pet Screening.

  
  Pet Screening says that they only "recommend" whether or not "the accommodation be granted by the housing provider." However, instead of sending a recommendation to the housing provider, they continue to return my application to me. How can my housing provider make a decision to accept or reject if Pet Screening won't send them their recommendation?

   

  If what Pet Screening says is true, then they should send their recommendation to my housing provider so that we can resolve the matter.

  
  

  Business Response

  Date: 06/17/2025

  Thank you for the additional feedback. PetScreening stands behind our previous response. For additional questions, please feel free to reach out to ************************************************************.