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:04/22/2025

  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.

  In November of 2024 I found the Fast ESA Letter site and decided to use their services to get my dog set up as a ******************* Dog because it seemed to be easier and quicker than going through the normal channels as determined by the ADA ********** with Disabilities Act) I emailed them documents from my disability award from 2002. They quickly sent me a letter and ID card stating my dog was now a PSD. A few months later I found out that the services they provide are not legitimate for ******************* Dog determinations according to the ***. I then called the *** and spoke to a representative who acknowledged that what I was told was true and that I needed to go through my own medical healthcare professional to get a letter stating my need for a PSD. I emailed the Fast Esa Letter people requesting at least a partial refund as the letter and ID they provided was useless to me and would not be accepted by the **** I also informed them that I had already taken the proper steps to qualify my dog as a PSD. I got a response a couple days later stating they had forwarded my request to the proper channels. I never heard from them again and didn't get any more responses to my requests for a refund.

  Business Response

  Date: 07/15/2025

  Dear ******,

  Thank you for reaching out and sharing the details of your situation. We appreciate your patience and the time you've taken to clarify your experience.

  We understand how confusing the guidance around ******************* Dogs (PSDs) and Emotional Support Animals (ESAs) can beespecially with the evolving interpretations under *** ************ Our service is designed to support individuals with legitimate mental health needs by connecting them with licensed providers for evaluation. However, we also recognize that misunderstandings can occur, particularly when federal and state interpretations vary.

  Although some time has passed since your original purchase, we absolutely want to work with you to make this right. If youre able to forward the *** correspondence you mentioned, wed be happy to review it alongside your original order and documentation. This will help us better understand the context and determine what kind of partial refund or resolution may be possible, based on the specifics of your case.

  Please send any documentation to *********************************************************, and well ensure your request receives prompt attention.

  We truly appreciate you bringing this to our attention and are committed to assisting you however we can.

  Warm regards,
  Fast ESA Letter Team

  Customer Answer

  Date: 07/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** Web
  
   
  

• Initial Complaint

  Date:01/18/2023

  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 paid $149 to this business for an *** (Emotional Support Animal) Letter. Based on their website, there are a few ways to qualify for a refund. I was informed that since I was found not to meet the requirements to obtain an *** Letter that I would qualify for a refund. This was communicated to me on Thursday, January 12, 2023. I was also told on the same day that my refund was processed and that I would receive a confirmation email within 1-2 hours. It is now January 18, 2023 and I have yet to receive a confirmation email or a refund of this charge. I have called and emailed and all I am told is that the refund was processed and the confirmation was sent to my email. The last time I called was on yesterday, January 17th. I have checked all junk and spam folders and do not see an email from them. I have also checked my bank account and have not seen a refund for the amount of the original charge ($149). When I asked for an expected date to receive my refund, I received no response.

  Business Response

  Date: 01/27/2023

  Dear ****,

   

  We apologize for the inconvenience. I checked your file and we already processed your refund on the same day your application was not approved by the doctor. I have attached the screenshot with this response. Please let me know if I can do anything else for you.

   

  Regards,

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