Complaints

This profile includes complaints for American Service Pets's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Service Pets

  103 Palm St Newport Beach, CA 92661-1212

  
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  American Service Pets

  848 N Rainbow Blvd # 509 Las Vegas, NV 89107-1103

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:06/12/2025

  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.

  Paid for an emotional support animal letter and was auto signed up for a 30$ a month dog training course in which Ive never had access to or used. Im tired of giving them money Ive called to no avail and now Im fed up and ready to take them on.

  

  Business Response

  Date: 06/16/2025

  Thank you for bringing this to our attention, and we sincerely apologize for any frustration this situation has caused.

  Per the notes on your account, we received an email from you on August 8, 2024, and promptly responded with an explanation of the additional charge for the optional training program. In that same email, we provided clear instructions that to cancel the subscription, you would have to call in and speak with one of our agents.

  After reviewing our call logs and records, we were unable to locate any calls received from you regarding a cancellation. 

  However, we understand your concerns and want to ensure this matter is fully resolved.  As of today, your subscription has been canceled, and no further charges will occur. Additionally, as a courtesy, we have refunded the last two months of subscription fees to your original payment method.  You will receive confirmation emails to show the refunds have been processed.

  We truly value your feedback and are committed to improving the clarity of our process and the support we provide. If you have any further questions or need additional assistance, please don’t hesitate to reach out.

• Initial Complaint

  Date:06/10/2025

  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.

  05/2025 I paid to get *** papers and got a patient ID when to the website to retrieve the papers,s the website says the patient is not found. I want the papers so I can submit them to my landlord

  

  Business Response

  Date: 06/16/2025

  Thank you for bringing this to our attention. We understand how important it is to have timely access to your documentation.

  Upon reviewing your account, we see that an email was sent to you explaining that your state requires a mandatory 30-day provider-client relationship before a recommendation letter can be issued. As such, the letter you requested cannot be released until that 30-day period has been fulfilled.

  We apologize for any confusion or inconvenience this may have caused. Please rest assured that once the required time frame has been met, your provider will complete the evaluation and issue your documents accordingly. If you have any further questions or need assistance in the meantime, our support team is here to help.

• Initial Complaint

  Date:06/06/2025

  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.

  The most recent transaction I believe was April 24, 2025 and going back monthly since late 2024 (dec 2024) was when I paid them for one service and a one time fee of for a recurring charge of ***** that I never agreed to. I got busy and did not pay close enough attention to my credit card account until today. I have attempted to resolve this through email with the company and phone with neither being answered by the company. They never sent me an electronic bill for the one charge of I believe ****** roughly. I have attached the picture of the email for the one charge for services of 11/24/24 and they have charged my card recurring since then monthly for *****

  

  Business Response

  Date: 06/16/2025

  Thank you for bringing this matter to our attention. After a thorough review of your account and our recorded phone calls, we confirmed that during your call on November 25, 2024, the training program was offered to you as a subscription, which you agreed to at that time. You were also advised that once you completed the training and received your certificate, you would need to contact us to cancel the subscription to avoid further charges.

  Monthly confirmation emails regarding the $29.99 subscription fee were sent to the email address associated with your account on the 23rd of each month. We understand how easily these messages can be overlooked, especially during busy times, and we apologize for any confusion this may have caused.

  Additionally, we reviewed our phone records and could not locate any incoming calls or emails from you after the initial conversation on November 25, 2024. However, we want to ensure this matter is resolved to your satisfaction. As of today, your subscription has been canceled, and no further charges will occur.  Since you did a chargeback with your bank, an additional refund will not be issued.

  If you have any further questions or would like to discuss this further, we are happy to assist you. We appreciate your feedback and the opportunity to address your concerns.

• Initial Complaint

  Date:05/24/2025

  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.

  Date: May, 23 and 24, 2025 Amount paid: 122$ + $25 fee I wasnt told about The business committed to provide me a housing letter that would be in accordance with the fair housing act and would be accepted my land lords so my pet could live with ***** letter was declined because it was signed by a SOCIAL WORKER instead of a physician. I feel very upset and surely regret spending the money on this service Also the company has not done anything to help me yet but I am hopeful that they will. I am a poor college student and I was willing to spend money for my pet whom I love but now I feel scammed. I really need my money back because I was told that it wouldnt be rejected and now Im out 147$

  

  Business Response

  Date: 06/09/2025

  We appreciate your feedback and are sorry to hear youve had a frustrating experience. To clarify, the $25 provider fee and all other charges, including applicable taxes and shipping, are fully itemized on the final two pages of the application before submission.

  Please know that ******************************** are recognized by the ************************** as qualified providers who can issue *** letters. These letters are legally valid under the Fair Housing Act when issued by licensed mental health professionals.

  Our team did not find any prior communication attempts in our system, but we would love the opportunity to make this right. You can reach a customer ********************** agent at ************, Monday through Friday, 8:00 AM to 7:00 PM CST. We look forward to helping you.

• Initial Complaint

  Date:04/17/2025

  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 a companion letter for my dog on May 31st, 2024. Apparently I'm learning that there's 3 checked boxes that would have included a monthly training membership at $29.99 a month. Unless you uncheck the boxes, you're automatically enrolled. Sadly it took me nearly a year to realize this company has been charging me that amount to my credit card every month. I spoke to them about cancelling the recurring charge and issuing me a refund but all they would do is cancel. They said I would have received an email with a login to use for the so called "virtual training". I have no idea what this training is about, whether it's for me or my dog but I think it's pure trickery on their part. I keep all my email and I don't see ever receiving such an email. If I did, it probably when to spam. How convenient for them. I've seen lots of these exact complaints on line where this has happened to many customers. I want the ******************** to know these people are a joke!! I'm a retired senior on a fixed income and I want my money back! They will not issue me a refund so please can someone help me with this.

  

  Business Response

  Date: 04/25/2025

  Thank you for reaching out and sharing your experience. We truly understand how frustrating this situation must feel, and we appreciate the opportunity to clarify a few important details.

  At the time of purchase, all clients are presented with optional add-ons, including the monthly ITrain Academy training membership. These options are clearly visible and can be selected or deselected prior to finalizing the payment. We also display a detailed breakdown of all selected items and charges on the checkout screen before any payment is processed, allowing every customer to review and adjust their order as needed.

  Once your order is completed, an email from ************** is automatically sent to the email address provided during the application process. This email welcomes you to the training platform and includes your unique login credentials and a link to get started with the virtual training program. In addition, American Service Pets sends out follow-up emails with reminders, support resources, and information about the importance and benefits of training.
  Monthly confirmation emails are also sent to the email address on file to notify you of each recurring charge associated with the training subscription. We understand that sometimes these emails may be filtered into spam or promotions folders, and we encourage customers to check those areas if expected emails are not received.

  Were genuinely sorry if this process was confusing or if the emails did not reach you as intended. While weve gone to great lengths to be transparent, we recognize that this may not have been your experience, and we appreciate your feedback.

  If there's anything else we can assist with, please dont hesitate to reach out.  

  Customer Answer

  Date: 04/25/2025

  I absolutely DO NOT agree with the response. They very cleverly check the box for training by default hoping you won't catch and unchecked it. This has happened to me and many people have reported this on the web that the same thing happened to them. I did not get a log on email from them but I did send the email below to cancel my order shortly after it was placed for the companion letter but it wasn't cancelled. I wa t a full refund of all the months I was charged $29.00

   

  Here's my email from 2024;

  To:*********************************************************
  From: *******************************
  Sent: May 31, 2024 at 07:57 PM CDT
  Subject: Fw: **PLEASE CANCEL**Order Confirmation #******
  
  
  Please cancel this order and confirm you'll issue the refund to my original form of payment. My *** will provide the letter for free.
  
  
  Regards,
  ****** Miller 
  ****************************************
  ************
  

  

  Business Response

  Date: 04/30/2025

  Thank you for your follow-up and for sharing more about your experience. We sincerely regret any frustration this situation has caused and appreciate the opportunity to respond.
  We received your initial cancellation request on May 31, 2024, and promptly replied with instructions to contact our office to complete the cancellation and refund. However, on June 3, 2024, you sent a follow-up email indicating that you had received your letter from the provider and that all was good, which we understood as confirmation to proceed with your order.
  Regarding the ITrain Academy membership, it is an optional add-on presented during checkout. While it is pre-selected for convenience, it can be manually deselected before submitting payment. All selected items and their charges appear on the final checkout screen. Following purchase, login credentials for the training platform and monthly billing notifications are automatically sent via email. We understand these messages may have gone to spam and apologize if they did not reach you.
  We do take your concerns seriously and understand your request for a refund. While we work to ensure transparency in our process, we acknowledge this may not have been your experience. However, since the training membership remained active and accessible for several months without a cancellation request, our ability to offer a full refund is limited.
  Additionally, our records indicate that your bank recently completed a chargeback, recovering part of the funds. As a result, we are unable to process any additional refunds.
  We appreciate your feedback and remain committed to improving the clarity of our offerings and communications.
  

• Initial Complaint

  Date:04/15/2025

  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 requested last year 4/17/2024 via email to cancel this service. No one responded. I requested again on 5/1/2024 to cancel this service. I was told the service was blocked and I will not be charged. I was still charged the renewal fee. Again on 3/31/2025 I received an email notice from the professional that wrote my letter that my account would be renewed. I responded to that email requesting to cancel my account and did not receive a response. I called on 4/14/2025 and requested that my account be cancelled, ensure I do not get charged again, and that this fraudulent company delete my information. Not even 12 hours later, I received an email from this company saying that my membership renews in two weeks!I responded to THAT email again to request to delete my information, cancel my subscription, and send in writing that it has been canceled because I have not been able to cancel it myself online. I called and they said it was cancelled, but then I received another email about renewal. This feels like a fraudulent company and I need to file a formal complaint to get this resolved after dealing with this for over a year.I need this company to not charge me, cancel my subscription, and delete my information. I also want to receive a refund for the amount I was charged last year.

  

  Business Response

  Date: 04/25/2025

  Thank you for reaching out and taking the time to share your concerns. We sincerely apologize for the inconvenience and frustration you've experienced.

  After a thorough review of your account, we can confirm that your initial cancellation request was received in April 2024. Your auto-renewal was successfully canceled on April 23, 2024, and no renewal charges were processed after that date. However, we acknowledge that you continued to receive automated renewal reminder emails following your cancellation request. This was due to a system error, and we deeply regret the confusion this may have caused.

  A representative from our team has attempted to reach you by phone last week on three separate occasions. Each time, a voicemail was left kindly requesting a call back. Unfortunately, we have not yet received a response. Please know that we are still here to assist you should you wish to reconnect.

  We have since manually stopped all automated emails related to your account and have escalated this issue to our Support Team for further investigation. We are actively working to ensure that all cancellation requests are honored system-wide and that no additional communications are sent in error.

  Regarding the charge from last year, records indicate that a chargeback was initiated by your bank on April 19, 2024, and the funds were returned. If you have not yet seen that refund reflected on your end, we recommend contacting your financial institution directly for confirmation and follow-up.

  Your account has been fully canceled.   We truly value your feedback and appreciate your patience as we work to make this right. If you have any further questions or concerns, please dont hesitate to reach out.

  
  

• Initial Complaint

  Date:04/11/2025

  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 purchased the emotional support animal certificate and letter renewal from American Service Pets for $105.25. The receipt itemized my purchases and there were no hidden fees or small print. Over the course of the next couple days I received messages from my bank that ASP were still charging my account. Luckily, my account was empty, so they didnt get anything. I called them and they said they were charging me $25 for the doctors fee. I refused to be charged any more money because it wasnt out in the open and not on the final receipt. My bank said *** kept my card as a recurring payment so they could charge me for whatever they wanted whenever they wanted. I put a stop payment on the charges when I first noticed them trying to charge me more money. So, they come back and try to charge me under a different business name! Shady business! 100% do not trust!

  

  Business Response

  Date: 04/25/2025

  Thank you for taking the time to speak with our representative on April 18, 2025, and for sharing your concerns. We sincerely regret any confusion or frustration you experienced during this process.

  As was explained during your call, American Service Pets is committed to full transparency in our pricing and billing practices. When completing your application online, the breakdown of feesincluding both *** service charges and the separate provider evaluation feeis clearly displayed on the second-to-last screen. Before submitting your payment, the final screen once again itemizes all costs, including taxes and any applicable shipping or handling fees.

  We want to assure you that *** did not change its name to process any additional charges. As noted on our checkout page and reiterated by our customer ********************** team during your call on April 10, 2025, the additional provider fee is paid directly to the licensed healthcare professional who conducts your assessment. This fee is separate from the *** service charge and is necessary to cover the cost of the providers professional evaluation.

  We appreciate your feedback and always aim to improve the clarity of our processes. If you have any further questions or need assistance, we are here to help.

• Initial Complaint

  Date:02/22/2025

  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 am being charged for an unknown service for the past several months after cancelling well over a year ago. We do not have a pet.

  

  Business Response

  Date: 02/28/2025

  I have been trying to reach you regarding your complaint and have investigated your account thoroughly. I would like to speak with you directly to resolve this matter. I have attempted to call you on 2/24/2025, 2/25/2025, and 2/28/2025. Please return my call at your earliest convenience, and I will be happy to work toward a resolution with you.
  In the meantime, I have canceled the subscription to ensure that you are no longer charged. I look forward to speaking with you soon.

• Initial Complaint

  Date:02/12/2025

  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 purchased a one-time service pet letter. Unknown to me this company then set up a subscription which was not authorized and was never used taking ***** per month for the past 12 months. I tried to cancel this subscription once known but was unable to do so over the internet. I had to be completely inconvenienced and call a service center who refused repeatedly to refund the monies. The last person I spoke with said they would refund 2 months. This has not been done. I want a full refund. It is criminal that a company can take money that is not authorized from an account for a ********************** which was not purchased or provided. I have never accessed their website and never used this supposed service. I am now getting daily emails asking me to subscribe despite hitting the unsubscribe email. Pure harassment. Should it be necessary to file a small claims complaint, filing fees, lost wages to deal with this and other fees will be requested. Filing a complaint with the Attorney General is also a next step if the harassment and refund are not provided.

  

  Business Response

  Date: 02/24/2025

  Thank you for giving me the opportunity to thoroughly investigate your concerns regarding the monthly subscription. As we discussed over the phone, the training membership was added to your account during your initial call on 2/13/2024. However, I understand that you may not have been fully aware that this was a recurring monthly membership rather than a one-time purchase. As I mentioned during our conversation, I have processed the applicable refund for the charges, and we will use this situation as a learning opportunity to ensure our agents provide clear and transparent information to all clients. If you have any further questions or concerns, please dont hesitate to reach out.

  Customer Answer

  Date: 02/24/2025

  
  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.
  **** was very sincere and made a huge effort to resolve this issue.  **** is a keeper and they are fortunate to have her 
  Regards,
  
  ***** *****
  
   
  

• Initial Complaint

  Date:02/09/2025

  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 had my dog certified for *** back in October 2024, I was aware of the 3 separate charges that day upon ordering, And was told that it was just the one time payment, Every month since then they have been charging my account for *********** I have tried reaching out to them and contacting them and get nowhere.

  

  Business Response

  Date: 02/14/2025

  Thank you for taking the time to speak with me about your concerns. As promised, I thoroughly investigated your complaint and sincerely apologize for any miscommunication. At American Service Pets, we are committed to providing clear and transparent information to our customers. Your refunds have been processed, and email confirmations have been sent. If you need any further assistance, please dont hesitate to reach out.