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:07/27/2025

  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.

  My wife placed a one-time order from PetLabCo in February 2025. After that, we began receiving monthly shipments and charges we never agreed to. She emailed them in March, saying she did not order any of the additional products, but they never ********** May, I called and was on hold for over an hour with no one answering. In June, we finally accessed the account and canceled the subscription ourselves.Whats frustrating is that PetLabCo doesnt respond to emails and phone calls, but they seem to actively respond to complaints here on BBB. Im requesting a full refund for the unauthorized charges, and were still willing to return the unopened product.

  Business Response

  Date: 07/28/2025

  Thank you for the opportunity to respond. 

  We are sorry for any frustration or confusion the customer has experienced. Please note, that we have no record of the customer reaching out to our Customer Experience team by neither phone or email about their concern with the information they provided here. Although the customer did provide a screenshot of their email, we cannot confirm the email address the customer sent their email to since we have no record of receiving any emails on our end.

  Additionally, we are unable to locate the customer's account with the information they have provided in this complaint, so we are unable to look further into this matter to better assist with a resolution. We have reached out to the customer's email address they provided here to obtain additional information to locate and verify their account. 

  We are happy to help the customer if any further assistance is needed. 
  
  Thank you, ********

• Initial Complaint

  Date:07/25/2025

  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.

  I ordered the Petlabco dental product for a one-time occurrence to try the product; however, I had received emails and a charge for a subscription of the dental product. They sent me the dental product and had charged my card. However, I want to ensure that they do not charge my card in the future. I did not sign up for the subscription option because I had never tried the product before. I selected the one time only option. I firmly believe that they put me on a subscription option without my knowledge. I am very disappointed with this company as I have not and did not select "subscription". It is not my character or habit in selecting a subscription option when I have never tried the product. This makes no sense. I am looking for Petlabco to cancel the cyclical charge ("subscription" in which they put me on). They do not have my permission to charge me effective July 15, 2025 (email sent).

  Business Response

  Date: 07/25/2025

  Thank you for the opportunity to respond. 

  We are sorry for any frustration or confusion the customer has experienced. Please note, that we have no record of the customer reaching out to our Customer Experience team by neither phone or email about their concern with the information they provided here. Although the customer did provide a screenshot of their emails, we cannot confirm the email address the customer sent their emails to since we have no record of receiving these emails on our end.

  Upon reviewing their account, I found that on June 13, 2025, the customer purchased the subscription rather than the one-time purchase option when placing their order for the ProBright Advanced. 
  Please note that we cannot put a customer into a subscription plan on our own. The customer does have to purchase one, and our customers always have the option of choosing "Subscribe & Save" or "One-Time" and can cancel at any time.

  We can confirm that the subscription has been canceled and we have processed a full refund for their most recent order. We are sending the customer an email directly with details about the cancellation and refund. 
  
  We are happy to help the customer if any further assistance is needed. 
  
  Thank you, ********

  Customer Answer

  Date: 07/29/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** *********
  
  
  
   
  
  

• Initial Complaint

  Date:07/17/2025

  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.

  This company has set me up on a "subscription" that I did not initiate when I made a one time purchase. I have tried to call them, and I have tried to get into my account on their webpage to no avail. When I click on the "forgot password" link it gives me the option to login without a password, but then takes me to a "bad request" page. I just want the subscription canceled!!

  Business Response

  Date: 07/18/2025

  Thank you for the opportunity to respond. 
  
  We are sorry for any confusion or frustration the customer has experienced, along with the issue they faced when attempting to access their account details in our Customer Account Portal. 
  
  In digging into what happened, it looks like on April 3, 2025, the customer chose the subscription rather than the one-time purchase option when placing their order for the Allergy & Immune Probiotic Chews. That subscription's auto-ship is set for monthly, which is why orders were automatically processed/shipped. Please note that we cannot put a customer into a subscription plan on our own. The customer does have to purchase one, and our customers always have the option of choosing "Subscribe & Save" or "One-Time" and cancel at any time.
  
  We can confirm that the subscription has been successfully canceled. We are also issuing a full refund for the most recent order processed. We are sending the customer an email directly to let them know as well.
  
  We are happy to help the customer if any further assistance is needed. 
  
  Thank you, ********

  Customer Answer

  Date: 07/18/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:07/10/2025

  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.

  I placed a one time order, only to be notified that I was on a subscription. I found out when my **** card was billed for a second purchase. I have made several attempts to contact them by phone and email with no reply. I see on the BBB site that they will respond to a complaint. I guess this is what people have to do the get their attention.

  Customer Answer

  Date: 07/10/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ********
  
  
  
   
  
  

• Initial Complaint

  Date:07/04/2025

  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.

  Ordered product for my dog. PetLabCo. continues to send me far too much product on an automatic reorder program which i didnt sign up for. It's over a hundred dollars every time. I have tried to "manage my subscription" online but they won't allow the process, sending verification emails which never arrive. I have to cancel my debit card, which affects several other legitimate companies I frequent. It's maddening.

  Business Response

  Date: 07/07/2025

  Thank you for the opportunity to respond.
  
  We are sorry for any confusion or frustration the customer has experienced. We were unable to locate any history of the customer contacting our Customer Experience team via email or phone using the information provided in this complaint.
  Upon reviewing the account, it appears that on April 8, 2025, the customer selected the subscription option rather than a one-time purchase when placing their order for Tailored Allergy & Immune Probiotic Chews. This subscription was set to auto-ship monthly, which is why subsequent orders were automatically processed and shipped. Please note that PetLab Co. cannot enroll a customer in a subscription planthis option must be actively selected by the customer at checkout. Customers are always given the choice between Subscribe & Save and One-Time.
  We also noticed that the customer requested a verification email to activate their account on July 4th, and our system successfully sent that email. Its possible the message landed in a spam or junk folder, so we recommend checking those folders for future communications.
  Weve confirmed that the subscription has now been successfully canceled, and a full refund in the amount of $72.84 has been issued for the most recent order, which was processed today, July 7, 2025.
  As the order had already been processed, we were unable to cancel it. However, weve advised the customer that there is no need to return it and encouraged them to consider donating it to a local animal shelter.
  Weve also reached out to the customer directly via email with this information. We're happy to assist further if needed.
  Thank you.

• Initial Complaint

  Date:07/01/2025

  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 purchased a product from this company and without my consent they withdrew money from my account on an order that I did not place. They you to their website to navigate and it wont let you in to cancel your subscription or order also their phone number disconnects you And the chat line says its unavailable as well as trying to login. It wont let you do it so theres no way to cancel orders. They just keep sending me $79 worth of product. I cant use. Ive sent them multiple emails.

  Business Response

  Date: 07/02/2025

  Thank you for the opportunity to respond.
  
  We are sorry for any confusion or frustration the customer has experienced.
  
  Our records show that the customer chose the subscription model, rather than a one-time purchase, when placing orders on May 3rd and May 31st, resulting in two active subscriptions. We also found that the first contact we received from this customer was on July 1st. He was assisted by one of our agents earlier today, and weve taken the necessary steps to fully resolve the issue.
  
  Both recent orders have been refunded in full: one for $74.46 and the other for $37.24, totaling $111.70. These refunds have been processed back to the original payment method and should reflect in the customers account within 10 business days, depending on their bank.
  Additionally, weve canceled all active subscriptions on the account to prevent any future charges.
  
  We have reached out to the customer directly via email to provide details on this cancellation and refund information.
  
  If the customer needs any additional assistance, we are happy to help.
  Thank you,
  **************************** **************** Customer Experience Supervisor

• Initial Complaint

  Date:06/16/2025

  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 just ordered a product and I believe I was signed up for a monthly subscription which I do not want. First I want to see how the product works. I have tried to sign up to login and cancel but always get an error message. Please cancel the subscription, I only want a one time purchase for now.

  Business Response

  Date: 06/17/2025

  Thank you for the opportunity to respond. 

  We are sorry for any frustration or confusion the customer has experienced. Please note, that we have no record of the customer reaching out to our Customer Experience team by neither phone or email about their concern with the information they provided here.

  Upon reviewing their account, I found that on June 12, 2025, the customer chose the subscription rather than the one-time purchase option when placing their order for the ProBright Advanced. Please note that we cannot put a customer into a subscription plan on our own. The customer does have to purchase one, and our customers always have the option of choosing "Subscribe & Save" or "One-Time" and can cancel at any time.

  We can confirm that the subscription has been canceled. We are sending the customer an email directly with details about the cancellation. 
  
  We are happy to help the customer if any further assistance is needed. 
  
  Thank you, ********

• Initial Complaint

  Date:06/13/2025

  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 was charged $126.46 for an item I never ordered. I tried for almost 2 weeks to reach the company by telephone but they don't answer their phones. I finally was able to reach them and they refunded 1/2 of the amount, (*****) only and claimed that *** delivered the item to me. *** never came to my house, no delivery, no notice, nothing. I want the balance of $***** refunded to my account ****************************. I have phoned and emailed the company every day, calling the company from their opening @ 9:30AM until 8:PM EDT.

  Business Response

  Date: 06/13/2025

  Thanks for the opportunity to respond. 

  We are sorry for any confusion or frustration the customer has experienced, along with the long wait times to speak to one of our Customer Experience team members over the phone. We are currently experiencing higher than normal volume that we are working diligently through to respond ASAP. Please note, customers do have the option to request callbacks, which holds their place in line for a team member to call them when one becomes available, preventing the customer from having to stay on hold. 

  Upon further review, we found that on January 31, May 1, & May 30 of 2025, the customer chose the subscription rather than the one-time purchase option when placing their order for the ProBright Advanced & ********** Chews. Please note that we cannot put a customer into a subscription plan on our own. The customer does have to purchase one, and our customers always have the option of choosing "Subscribe & Save" or "One-Time" and can cancel at any time.
  

  Additionally, from reviewing the tracking information of the order the customer is claiming they did not receive, we can confirm that the carrier recorded the delivery of the order on June 9, 2025, at 10:33 am, in/at mailbox. We are sorry if the customer did not receive this order, as intended. 

  We can confirm that all subscriptions have been canceled and have processed a full refund on their last order. We are sending the customer an email directly with details about the cancellations and refunds.

  If the customer needs any further assistance, we are happy to help. 

  Thank you, ********

• Initial Complaint

  Date:06/10/2025

  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.

  I ordered probiotic chew and clear ear therapy for my dog for a total price of $44.01 the issue was I got charged 2 times first was May 8th 2025 for $44.01 and second was June 7th 2025 for another $44.01 I hope you can track it in your record. Thank you

  Business Response

  Date: 06/11/2025

  Thanks for the opportunity to respond. 

  We are sorry for any confusion the customer may have experienced. Please note, that we have no record of the customer reaching out to our Customer Experience team by phone or email to assist with their concerns to provide a resolution directly. 

  In digging into what happened, it looks like on May 8, 2025, the customer chose the subscription rather than the one-time purchase option when placing their order for the Probiotic Chews & Clear Ears Therapy. Those subscription auto-ships were set for monthly, which is why another order was automatically processed/shipped. Please note that we cannot put a customer into a subscription plan on our own. The customer does have to purchase one, and our customers always have the option of choosing "Subscribe & Save" or "One-Time" and cancel at any time.
  
  We can confirm that both subscriptions have been successfully canceled. We are also issuing a full refund for the most recent order processed. We are sending the customer an email directly to let them know as well.
  
  We are happy to help the customer if any further assistance is needed. 
  
  Thank you, ********

• Initial Complaint

  Date:06/07/2025

  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 purchased this product for both my dogs. The probright advanced dental powder. Purchased the first for my big dog in March 2025 for $143.80 I was giving her this powder. I noticed no change in her but wanted to give another month or so a try. I did the place an order for my little dog may 29th 2025 for $125.35 I began giving ***** hers. I gave ***** Two days worth and she began having multiple seizures. I was so scared. I stop immediately and shes been fine since. Then I got to thinking. My bigger dog ****** Has been eating dirt, stones, mud, soil out of my plants and doing this weird stuff that she didnt do before for the last few months. Well I stopped giving this to her and she stopped doing all this. She also started pooping better again instead of diarrhea. They auto shipped another order for my ***** on June 1st and I received it yesterday 6/6/2025 for $74.22 Ive written numerous emails in the last week Have tried to call numerous times you get nobody. I am trying to get what they call a RMA number so I could send back and get my money back. I have heard nothing! And cant get through to them anyway. I am just looking for my the money back into my account because this product has caused nothing but illness in our house. Its been very stressful and scary. Please help me get my money back !****** ********* I am requesting a refund of $343.37 for making my dogs sick those are all three orders together

  Business Response

  Date: 06/10/2025

  Thank you for the opportunity to respond. 

  We are sorry for any frustration the customer has had, along with the negative experiences the customer has reported both pets have endured. 

  Upon further review, we have no record of the customer attempting to contact our Customer Experience team either by phone or email about their concerns/experience or request to return their order. 

  We noticed that the customer successfully canceled their subscriptions on our Customer Account Portal on June 4, 2025, but we see no other action from the customer on communicating with our team for additional assistance. 

  Since we are NASC-certified and the customer has informed us of their pets' experiences, we have a process that needs to be followed so we can properly document their situations for our Quality Team to further review. Therefore, we have reached out to the customer directly via email to follow up on obtaining additional information about their experience. We will be able to further assist with providing additional support to their request once the required information is obtained. 

  If the customer needs any further assistance after our contact with them via email, we are happy to help. 

  Thank you, ********