We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Pet Insurance

Pets Plus Us

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Insurance.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 4 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:11/04/2025

    Type:Product Issues
    Status:
    Unanswered
    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 Regarding Pet Insurance Claim Denial: Pet Plus US

    Date of Transaction: 2025-03-12
    Amount Paid: $312.25 CAD
    Business Name: Pet Plus US
    Service Promised: Pet insurance coverage for veterinary care, including illness and medical treatment, as outlined in the policy.

    Nature of the Dispute:
    I purchased a pet insurance policy from Pet Plus US. Nearly a month after the policy began, I noticed my cat had a watery eye and took him to the veterinarian for examination and treatment. The total cost of the visit was $312.25 CAD, which I paid out of pocket. A claim was submitted to the insurance provider, but it was denied on the grounds that the issue was allegedly pre-existing or occurred within the initial 14-day waiting period.

    Pet Plus US stated that a phone call to the vet clinic revealed that the condition had been present for approximately three weeks, placing it within the waiting period. However, this was based on a verbal statement made during a stressful call — not official documentation or diagnosis. All of our email records and appointment confirmations clearly show that we contacted the veterinary clinic after the 14-day period had passed.

    Attempts to Resolve the Issue:
    I have provided documentation and timeline evidence to Pet Plus US showing that the condition was identified and addressed after the waiting period. Despite this, they have refused to reimburse the claim, relying solely on an unverified phone conversation as the basis for their denial.

    Resolution Sought:
    Since i am paying monthly fee for this insurance, I am requesting that Pet Plus US honors the claim and reimburses the $312.25 I paid for my cat’s treatment, as the condition did not occur during the waiting period, and their denial is based on vague and unreliable information rather than clear medical records.

  • Initial Complaint

    Date:25/04/2023

    Type:Billing Issues
    Status:
    Unanswered
    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.
    March 21 I signed my dog up for insurance with them. April 5th later I requested it be canceled as I changed my mind and it was within the cancelation period. Buddy then signed me up for additional coverage double charging me instead of explainning what he was doing and canelling the policy, I requested they completely cancel and refund me everything I have yet to receive a refund and now as of yesterday the 21st they've withindrawn funds from my account again. They have ********* taken 59.68$ from me, plus not refunded me my original 59.68$. Total of 120$.

  • Initial Complaint

    Date:18/11/2022

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Is pet insurance counted as a health care provider?

    About 3 months ago I called to cancel my pet insurance. The person on the phone kept dodging my cancelation requests and insisting the preapproval I had submitted multiple times would be approved promptly. They apparently did not cancel my insurance, they have now sent me an email saying I'm being sent to collections over a service I had tried to cancel months ago. Usually these ****** backed businesses are decent. I was charged 2 extra months after my attempt to cancel.

Pets Plus Us is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.