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:04/28/2025

  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.

   
  Complaint: 23252356
  
  I am rejecting this response because:

  again, you are advertising for $5.00 a month unlimited. It does not say you can send a letter but you have to wait until it is delivered before sending anything else. The time it took with my first letter was well over 1 week. So realistically you cannot send more 3 letters a month, unless you know the exceptions but that information is not on your website.  I am not trying to be a pain but do what you are advertising or change the wording so that people are aware that they to 1. call pigeonly if they want to send another letter. I had no clue that there are exceptions to what you consider "Unlimited" . When I called I could not get through, its a hassle. I can only speak for myself but I am pretty sure that a lot of people feel the same especially with over 200 complaints. 

  
  Sincerely,
  
  **** Marie *******u for reaching out.I apologize for the inconvenience and confusion. The way it works, is we have to deliver the previous letter that you sent before you can send again.However, you can always give us a call or send as an email if you want to send more so we can refresh it.Moving forward, you can send more again after getting this email.Thank you and keep safe!****** #****** Customer Support Phone: ************* This is 100% unacceptable because that is not the terms I agrees to. In addition when I received the email she stated I could now send the email but it still will not go through and the first one has not been delivered. Directly from their website. "One price, unlimited everything Try one, or use them all. With Pigeonly you can use all our services for one low rate. No long term contracts or commitments required." "Love Without Limits Everyone loves unlimited, which is why you can use any Pigeonly service as little or as much as you like."

  Business Response

  Date: 04/28/2025

  Dear **** *****,
  
  
  Thank you for sharing your concerns with us. We sincerely apologize for the confusion and any inconvenience you experienced.

  To clarify, we do offer unlimited sending of letters, photos, and greetings. However, to send additional items after your first submission, you will need to contact our support team via email or phone. Our team will reset your account, allowing you to resume sending additional letters without interruption.

  As a gesture of goodwill, we would like to offer you a one-month free subscription. Please reach out to us directly at *************, and we will prioritize resolving this issue for you.

  Business Response

  Date: 04/29/2025

  Dear **** *****,

  Thank you for bringing your concern to our attention. We sincerely regret that your experience did not meet your expectations, and we apologize for any inconvenience or frustration this may have caused.

  Regarding the hold on sending additional letters: some facilities limit how much mail an inmate can receive per day. To comply with these rules, our system temporarily pauses new submissions until the previous item has been processed and delivered.

  Also, for your reference:

  1. The letter submitted on April 21, 2025 was delivered on April 26, 2025.
  2. Your most recent letter from April 27, 2025 is scheduled for delivery on May 1, 2025.
  

  We truly value your feedback, and I want to assure you that it has been heard and taken very seriously. While we adhere to established procedures to maintain consistency and quality across our services, we fully understand and acknowledge your concern. I have escalated your feedback and suggestions to the appropriate department for further review and consideration. We are constantly striving to enhance our processes, and your input is invaluable in helping us do so.
  

  Once again, we apologize for any inconvenience, and we truly appreciate your patience and understanding. If you have further questions or need assistance, please dont hesitate to reach out to our support team at **************, available Monday through Friday, 7 AM to 4 PM Pacific Time. Email: ****************************** (respond within 24 business hours)

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23252356
  
  I am rejecting this response because:

  There is absolutely no resolve from your end. Claiming to provide this service and saying that it is UNLIMITED is definitely false advertising. The reasoning does not make any sense. All I am asking for is honesty. If there are exceptions it should be included on the website. 

  1. According to the jail and restrictions on how much mail an inmate can receive, and according to their website

  "Volume restrictions: While there is no limit on the volume of mail an inmate may receive, there are some restrictions on what can be sent, according to a guide from the **************. " 

  2. Expecting your customers to call or email to get a letter pushed through might be ok if we are aware of the rules 

  3. In all honesty this a great way to communicate. At the minimum I hope that you take all of this into consideration. If you advertise correctly I can assure you that the amount of complaints will drastically decline

  
  
  Sincerely,
  
  **** Marie *******

  Business Response

  Date: 05/01/2025

  Dear **** *****,

  Thank you for bringing your concerns to our attention. We sincerely regret that your experience with Pigeonly did not meet your expectations, and we appreciate the opportunity to respond.

  We understand your frustration regarding the interpretation of our "unlimited" service. While our subscription offers unlimited access to send letters, photos, and other content, certain limitations may occur due to processing procedures or restrictions imposed by correctional facilities. These restrictions may vary by location and can result in temporary holds, even when not explicitly stated on facility websites.
  We acknowledge your concern about the clarity of our service terms and understand that having to contact support to continue sending messages can feel inconvenient. Your feedback is both valid and valuable. As a result, we are currently reviewing our service descriptions to ensure they more clearly reflect these conditions, which will help manage expectations and reduce confusion going forward.
  We're pleased to hear that you find our service a meaningful way to stay connected with your loved one, and we hope to continue improving so that all of our users have a smoother, more transparent experience.
  
  If you would like to speak with our team directly, please contact us at **************, Monday through Friday from 7:00 AM to 4:00 PM Pacific Time. You may also email us or provide your registered email address for further assistance.

  Customer Answer

  Date: 06/30/2025

  I actually had a complaint that was open and my understanding after speaking to ****** at pigeonly was that she was handling the complaint. (I am also including the screenshots of the communication that I had with them via email) I signed up with pigeonly so that I would be able to write to a family member. The problem is, is that I wrote letters through their service and instead of delivering them to the facility they delivered them all to me and he has never received a single letter. I will also be attaching a screenshot of all the mail that came back to me. ****** promise me that I should go back on the website and send another letter. I did try that and again the letter was delivered to me and not the person it was supposed to go to. In early May I told ****** to not charge my credit card anymore and that I am not interested in their services since they could not handle sending the letters. I could have just written him myself and use the stamp. I am requesting a full refund from the time I started through this month because this month I was charged again. I do not want any more promises or anything like that. I am completely done with this service and I notified you in writing that I was not happy with the service after making several attempts to work with an employee to get it straightened out, and the promises were not kept. I want a full refund on all of the charges considering the fact that you weren't able to deliver even one piece of mail that I sent. There have been five charges starting in March and the last one was billed for July. Again I am telling this company do not charge me anymore

  Business Response

  Date: 06/30/2025

  Dear **** *****, 
  
  Thank you for bringing this matter to our attention.  
  
  We understand your frustration and sincerely apologize for the inconvenience you've experienced. 
  
  After a thorough review of your account and communication history, wed like to clarify the following: 
  
  Facility Address Entry:

  Based on our records, the issue originated because the wrong facility was entered during the signup process. The address provided did not match the correct one for your intended recipient at *************************** of Corrections, ***************************************. As a result, the mail was printed and sent to the incorrect location and was then returned to your mailing address. 
  
  Support Efforts:

  Our team, including ******, made several efforts to assist you by advising a resubmission using the correct facility. While our goal was to help resolve the issue, we understand that the repeated misdeliveries caused continued frustration. 
  
  Refund and Cancellation:

  Please note that no payment was made for the month of May, as a free month was applied to your account. The last charge was on June 21, and your subscription originally started on April 21, 2025.
  
  As a courtesy, I have gone ahead and refunded both paymentsApril 21 and June 21. Your subscription has now been fully canceled, and there will be no further billing.Your refund is being processed and should appear on your original payment method within 514 business days. Your account has been closed.   
  
  Sincerely, 

  
  **** ******
  Manager, Pigeonly Support Team  

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23252356
  I am rejecting this response because: what you're saying is not true. First I will start with only one person contacted me not a team. ****** asked me to send her copies of the envelopes front and back and I did that more than once. No one ever told me that I entered the information incorrectly. I have every single email here and I'd be more than happy to upload them all and what you're saying is completely untrue. I will definitely be in contact with my bank because you charged me more than twice. I did not just pull an address out of a had to send it to him. I put the information in for him and that is the address that came up. I have spoke to several people on the ************** for pigeonly complaints and this seems to be a common complaint coming from group members. Please send me supporting documents of where I was told that I put in the wrong address. Not once did she mention anything about a wrong address she encouraged me to keep writing
  
  Sincerely,
  
  **** Marie ***

  Business Response

  Date: 07/01/2025

  Dear **** *****,

  Thank you for your follow-up. We truly regret the frustration you've experienced, and we appreciate the opportunity to clarify the situation further.

  
  We want to respectfully address a few key points:

  Address Selection During Registration:

  When signing up for our services, customers are prompted to search for and select the inmate and facility themselves. The system then auto-fills the facility address based on the selection made by the user. This ensures that the correct information is used as provided by the customer during registration. We do not manually enter this information on behalf of users.
  

  Communication & Support:

  Our records confirm that our representative, ******, was in direct contact with you and requested front and back images of the returned mail, which you kindly provided. We sincerely apologize if our response felt limited to just one team member, but rest assured, your concern was reviewed internally by our support staff.
  

  Incorrect Facility & Returned Mail:

  While we understand that you followed the process to the best of your ability, our system shows that the mail was sent to a facility that does not currently accept third-party mailings like Pigeonlys. This would explain why the letters were returned. We're not implying that you entered the address manually; rather, the issue stemmed from the selection made at the time of signup.

  Refund & Billing:

  After further review, your account was charged on April 21 and **** 21. May was a free month added to your account. As a courtesy, both April and **** charges have already been fully refunded, and your subscription has been canceled to prevent further billing. These refunds should reflect in your account within 514 business days. Please note that there are no duplicate charges in our system beyond these dates.

  We completely understand your disappointment, and we take your feedback seriously. We're also actively reviewing any concerns shared through outside channels, including social media, as part of our continuous service improvement.
  Thank you again for your time.

• Initial Complaint

  Date:12/10/2024

  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 first wanted to use Pigeon Send around April of this year. I decided against using their service as it was not convenient for me and my inmate friend had been moved. I repeatedly try to call them,no one ever answered. There is no Email address. They charged my account $5 a month which isn't alot,but it's the principal of this situation. It should not be that hard to cancel.

  Business Response

  Date: 12/11/2024

  Dear *******,

  
  Thank you for reaching out and sharing your concerns. I sincerely apologize for any inconvenience youve experienced.

  
  After reviewing the information provided, I wasnt able to locate any previous calls or voicemails on our end. Please note that we do accept voicemail messages, and I apologize if there was any miscommunication.

  
  To assist you further, let me confirm our customer service contact details:
  Phone: ************** (available Monday through Friday, 7 AM to 4 PM PST)
  Email: ****************************** (respond within 24 business hours)

  
  Additionally, you can cancel your account anytime online. Here is the link to our website, where our email and other ways to contact us are also listed: **************************.
  If youre still facing issues, please dont hesitate to give us a call or email us directly, and well be happy to assist you with canceling or resolving this matter promptly.
  

  Thank you for your patience, and we look forward to helping you.
  

• Initial Complaint

  Date:12/02/2024

  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 November ******* I went online to try and find a phone service for inmates in ******************** because my son is in there.Thats when the website of Pigeonly aka"Pigeon send" was up online advertising for "Talk with a loved one in jail" we are here to help with this special offer only $5 a month for calls,mail, pictures,an postcards. So as a mother wanting to be able to talk to my son I feel for it an sent the money.Found out the next day it was a scam so I emailed the company got a email saying they will contact me with in the hour no reply yet I know it's not much but it is when you don't have much.Thank you for your time sincerely ****** *****

  Business Response

  Date: 12/02/2024

  Dear ******,

  Thank you for taking the time to share your experience. We are truly sorry to hear about the frustration and confusion youve encountered. At Pigeonly, we strive to provide services that genuinely help families stay connected with their loved ones, and we take concerns like yours very seriously. It sounds like there may have been some misunderstanding about how our services work. Pigeonly is not a phone service provider for correctional facilities but a platform that assists with simplifying communication, such as sending photos, postcards, and mail to inmates. However, we absolutely want to clarify any miscommunication and ensure that you receive proper assistance. Regarding your payment and email, we apologize for any delay in our response due to the Holiday. Please reach out to us directly at ************* M-F 7am-4pm, so we can look into this immediately. If there was an error or issue with your subscription, we will work with you to resolve it and provide a refund if necessary.
  Your satisfaction and trust mean a lot to us, and we want to do everything we can to address your concerns. Thank you for bringing this to our attention, and we hope to assist you soon.
  

  Thank you 
  

• Initial Complaint

  Date:08/26/2024

  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.

  I have been charged $5 per month since March My son was released from jail April 3rd I thought I cancelled the subscription could you please provide me with at refund

  Business Response

  Date: 08/27/2024

  Hello *****,
  Thank you for reaching out regarding the charges to your account. Upon reviewing your account, I see that the subscription is still active. To discuss your account further, please contact us directly at **************, available Monday through Friday, 7 AM to 4 PM, or via email at *****************.
  I apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:06/03/2024

  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 are still doing the same stuff says they sent it to zelle I didn't even have and account with them not they are right back to the no responding please help 

  Business Response

  Date: 06/13/2024

  Hello ********,
  
  We have been trying to get in touch with you to inform you that the refund has been processed and sent. We have sent you emails and tried calling your line. We apologize for any confusion or inconvenience this situation may have caused.
  Please verify your mailing address and contact information to ensure that the refund reaches you. If you still have not received the refund, let us know so we can investigate further and resolve this matterfor you.
  
  Thank you for your understanding and patience.
  

  Business Response

  Date: 07/25/2024

  Hello ******** , 
  

  Thank you for bringing this issue to our attention, and we apologize for any inconvenience you experienced.

  
  I would like to inform you that a refund has been sent to your Zelle account on 7/16. Please check your account for the transaction. If you haven't received the refund, please let us know, and we will investigate the matter further.
  
  We appreciate your patience and understanding. If you have any other questions or need further assistance, feel free to contact our customer service team at ************* or email us at *****************.
  
  Thank you for your understanding.
  
  

• Initial Complaint

  Date:01/18/2024

  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.

  Called to see why my pictures I mailed to a inmate to ur ********* address haven't been sent to the inmate , I called and they told me they would call me back , did not call me back I called 2 days later and they put me on hold and then hung up and now they wont answer the phone , I've emailed them they dont like to respond , I'm really glad I didnt sign up for a account, it all just seems like a joke , if you dont pay your not a top priority , the same lady answers the phone every time ****** speaks English, her microphone is so muffled you can hear her its ridiculous , I just want to know why it's been 4 weeks and the inmate has not revived the photos I mail to pigeonly

  Business Response

  Date: 01/30/2024

  Hello *******,

  
  My apologies for the inconvenience you have experienced with our customer service line. I see you have spoken to our customer service, and regarding the emails, I apologize that you did not receive any replies, but because all your emails were from the same day as the call, January 17th and January 18th, the representative who assisted you over the phone combined them with your call conversation, being that the subject of the conversation was the same.
  
  Regarding your loved one receiving the mail late, I can definitely look into that for you. If you can please email us at ****************************** with title "BBB complaint ID ********" and include your inmate's name and the name of the sender. I did try to follow up on your order with the details already provided, but I was not able to locate the photos you mentioned.
  Thank you .
  
  You can also call us 
  **************
  Mon-Fri form 7am-4pm PST 

• Initial Complaint

  Date:11/27/2023

  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.

  Pigeon only is a website to help contact inmates at a correction facility. I used it once back in July signed up for the free membership that let's you send 1 postcard a month and some other stuff. I never used or purchased anything. July and August had over $1000 taken from my account in multiple day transaction for the same thing.Couldn't ************** only by email couple days later. Contact my bank and it took awhile to get my money back but pigeon did.Now I receive ****************** 2 days of $35. 3 transaction by a *********************** on the 17th and the rest on the 22nd.

  Business Response

  Date: 11/27/2023

  Hello *******, 

  Appreciate your time in discussing matters with us with us today over the phone. I have sent you the invoices for each transaction dated 8/21/23 and earlier via email. We regret the issues you've encountered with Pigeonly, and your feedback is valuable to us. This will contribute to enhancing and improving our services.

  Have a great day

   

• Initial Complaint

  Date:10/25/2023

  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.

  Hi, they are supposed to be getting back with me and says they will send check in mail so I do not want to close this until I actually receive my money back please. Thank you othing happen to them?? Its simple fix but all I get is excuses and lies promises they will give my money back but have not yet and this has been going on with hundred emails back and forth since I can show for proof

  Business Response

  Date: 11/01/2023

  Hello *******, 
  
  We sincerely apologize for the inconvenience and frustration you have experienced. We understand the urgency of the situation and are committed to resolving this matter promptly. I see you have already been in contact with another of our representatives. We are currently investigating this issue to ensure a swift resolution in regards this charged.
  
  We will continue to work closely with you and keep you updated on the progress until this matter is fully resolved. Your feedback is crucial to us, and we appreciate your patience and understanding during this process. If you have any further concerns or information to provide, please feel free to contact us directly.
  
  Thank you for your cooperation.
  
  

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20782058
  
  I am rejecting this response because: Hi, they are supposed to be getting back with me and says they will send check in mail so I do not want to close this until I actually receive my money back please. Thank you 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/08/2023

  Hello *******,
  I understand your concern. We will keep your claim open as well, until you have received the check in the mail and the refund has been successfully processed. Please feel free to reach out if you have any further questions or need any assistance.
  

  Thank you.

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20782058
  
  I am rejecting this response because:
  Because they havent even tried giving my money back that they took. Ill be happy when I receive money. But they always say they will mail it and never do. Why not mail it and send the tracking number to verify its sent they have just told me to wait while they track my refund but then havent heard back and they havent tried to do what they should have done immediately once their mistake was made. Until they give me my money back I do not want my case to close and be forgotten.They act like Im asking for their money out of their pocket when the reality is I JUST WANT MY MONEY THEY TOOK WITHOUT CONSENT OR WITHOUT MY PERMISSION. very easy to correct their mistake yet here we are.i told them from the beginning I will not give up on getting my money back even though I know they never will because they cant even be honest. Its passed the point of ridiculous at this point. Why not just refund it back to my card?? Should not be this hard. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/21/2023

  Hello *******, 
  I sincerely apologize for the continued delay in processing your refund. I understand your frustration and want to assure you that we are committed to resolving this issue as quickly as possible.
  I have initiated a second request for your refund and I am closely monitoring its progress. I will provide you with an update for your refund as soon as one becomes available.
  I understand that this has been a frustrating experience, and I apologize again for any inconvenience caused.
  Thank you for your patience and understanding.
  

  Customer Answer

  Date: 12/06/2023

  I never got my money back, they refuse to pay me my money they stole without my consent and need help getting my money back. This is not fair . How can I reopen this because THIS IS NOT RESOLVED,THEY WONT GIVE ME MY MONEY BACK 

  Customer Answer

  Date: 12/06/2023

  I never got my money back, they refuse to pay me my money they stole without my consent and need help getting my money back. This is not fair . How can I reopen this because THIS IS NOT RESOLVED,THEY WONT GIVE ME MY MONEY BACK 

  Business Response

  Date: 12/08/2023

  Hello *******,

  Thank you for reaching out and sorry for the inconvenience. A refund has been processed, and sorry to know you're still unable to

  receive it. Please call us at ************* so we can discuss details and resolve the issue you may have.

  Thank you and keep safe!