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Business Profile

Pet Services

ESA Doctors

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/17/2025

    Type:Billing Issues
    Status:
    Answered
    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 $159 every year since February 2022 without authorization. The web site doesn't give you a way to log in and remove your credit card information. My dog is dead and I get charged $159 each year without authorization. Very frustrating and they should never be allowed to automatically renew a service that takes a doctor to authorize the first time. They also do not provide a customer service phone number for support.

    Business Response

    Date: 03/25/2025

    Hello! It's our understanding that you were refunded for the renewals. Clients can opt in to automatic renewals for a discounted rate, and they can cancel or postpone their renewal at any time for any reason. We send reminder emails about the renewals, and even if you miss them we're still happy to cancel or postpone a renewal after the date has passed. If you still need our assistance with anything please let us know, we'd be happy to help!

  • Initial Complaint

    Date:11/06/2024

    Type:Product Issues
    Status:
    Answered
    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 business advertises solutions to *** pet paperwork needed for tenants in apartments,etc... So I was in need of this particular business solution however when coming across their website they have the same name as another more trustworthy site that I had been suggested. This is not necessarily the issue however it does add to the bad business practices used by this particular corporation, the issue stems from their 4 step to *** paperwork process. You see it is set up to make you believe you put in your information upfront and pay after step 4 is complete. However this is not the case I entered my info just for them to immediately take my money before providing me with any service at all. I have reached out to them through their website several times and through the email they used to contact me with my receipt, and I have not received any response. The lack of contact information, the fact that when I call the number you have listed on your BBB profile it takes me to a ****** number that you do not answer is ridiculous. There is also no email to reach out to ask for a refund even though your website clearly states refunds are guaranteed. Lastly all of this and the fact you make yourself look like another website using a similar url if not even the same one. This is bad business I want my $208.50 back!

    Business Response

    Date: 11/16/2024

    Hello, it appears your request to cancel was processed on the same day. Please reach out to us if you have not seen the refund credited back to your card. 

  • Initial Complaint

    Date:09/21/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 advertises it will refund your money if you do not receive a psychiatric service dog letter from a lmhc provider. When I received the email about the order, it said it was going to take 3-5 business days. This was on a Thursday. I immediately requested a refund because I needed the letter sooner than this. I still have not received a response from the first inquiry. So I reached out again. I figured I would go ahead with the process so I could get denied and receive a refund that way. This time they did respond to me with a link to fill out a questionnaire. The questionnaire are was completed and it said that I would receive an email with the link to see a lmhc provider. I never received this link. I reached out to the company once again and notified them that I have not received a response, and again requested a refund. The company has not responded since. Order # ******* ************ is a scam. They dont have a phone number to call only email support for customer service. My money is just gone. No services received.

    Business Response

    Date: 10/02/2023

    We reached a satisfactory resolution with this client. Unfortunately the LMHPs we work with cannot provide instant turnaround, as it takes time for them to schedule contact with each client and to complete their evaluations. 

  • Initial Complaint

    Date:03/09/2023

    Type:Product Issues
    Status:
    Resolved
    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 an *** letter and immediately was informed that I could receive a letter for free from my physician and since I'm on disability my budget is tight so I immediately requested a refund and was ignored. I had to email them after messaging them through their website and they responded to the email several hours later claiming they can't provide a refund because a professional had been contacted even though I had not spoken with anyone. I did not create an account, and did not receive a letter or any services from ESA Doctors. I responded with the fact that I refused to move forward and they THEN said they could not refund me because it had to be within a 24 hour timeline. Ironic because it was within a 24 hour timeline but they refused to respond to the message I sent. Convenient. THEN as if all of that wasn't enough they threaten to charge me $55 to cancel. I told them to keep my much needed $159.00. These people are shady and I will warn others about ESA doctors from this day forward. Scammers!

    Customer Answer

    Date: 03/10/2023

    I would like to remove/delete my complaint on account of the company processing a refund. Thank you.

    Business Response

    Date: 03/21/2023

    It appears in the additional comments section the client had immediately submitted a request to remove this complaint as their issue was already resolved. We request BBB remove the complaint per the client's request. 

  • Initial Complaint

    Date:02/22/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 contacted this company for assistance in getting my dog certified as a emotional support dog and I paid for expedited service, this company certified my dog as a emotional support dog, butthey are not making good on getting me the credentials and they just keep trying to charge more and more fees- I want what I paid for

    Business Response

    Date: 03/07/2023

    We have reached out to the client and resolved the issue. 

  • Initial Complaint

    Date:08/26/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Transaction date: 08/24/2022 Transaction Amount: $159.00 Business committed to provide: An emotional support animal letter.Nature of Dispute: this business presents to offer online support for those looking to get in contact with certified health professionals in order to obtain evaluations for emotional support animal recommendations. I was seeking these services, and provided payment. Following payment a healthcare professional was supposed to reach out to me via email within three business days. When no one did I emailed the support email address available on the website https://esadoctors.com/ (this is the only contact information available on the page). Their response email stated they had contacted me already and provided no further recourse.I would be happy to provide more information if need be.

    Customer Answer

    Date: 09/01/2022

    Better Business Bureau:

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

    Regards,

    ******* *******

  • Initial Complaint

    Date:07/25/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 high hopes for this company. I was fooled by their "reviews" and their "credibility". - Date of transaction: Jul. 16 at 2:27 pm - Amount paid for service: $208 -What business committed to provide me: "You will work directly with a licensed mental health professional to assess your needs for an ******* Step 2 of their email." I NEVER interacted with any licensed mental health professional. I never heard back from this person either, I emailed him twice and "called" them. Email and phone number lead me nowhere; phone number led me to a voicemail box and never got a response back from emails sent. "A licensed health care professional will contact you by email within 1-3 business days. Once you receive their email, please reply promptly so they can start your assessment."- Email you receive after placing order. As mentioned before, I NEVER interacted with any licensed mental health professional. Even when I tried to reach out to this person, I never got a response back. "A licensed mental health professional will send you their standard consent form so they can begin working with you to see if you qualify for an emotional support animal."- Website. Did not receive nor filled out any standard consent form or worked with a licensed mental health professional. "6. Knowledgeable licensed professionals and support team" -Website "10 reasons why ESA Doctors is the right choice for you." Did not work with anyone, difficult to get in touch with their customer service/support team. - The nature of the dispute: Refund - Whether or not the business has tried to resolve the problem: Business said it's too late for me to request refund.

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