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:02/06/2025

  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 2 *** letters for my 2 pets with ******....After realizing the very next day that ****** enrolled my pets in the *** training and letters, I called and spoke with ***** who refused to address my concern about their company placing me in a service pet program. ***** refused to move me to the *** package without paying extra and blaming me for the error. This company ripped me off, literally....

  

  Business Response

  Date: 02/13/2025

  Thank you for taking the time to speak with me on 2/07/2025, 2/10/2025, and 2/12/2025. At American Service Pets, we take your concerns very seriously, and as I explained over the phone, we thoroughly reviewed the recorded call and confirmed that an agreement was made between you and the agent.
  You received your letter and submitted it to your housing, as you mentioned. However, when we spoke on 2/12/2025, you remained unsatisfied with the investigation findings and requested to cancel your account and receive a refund. I want to assure you that your account was promptly refunded and voided, with confirmation emails sent to the email address on file.  We apologize for any confusion you may have experienced and appreciate your feedback. We wish you the best moving forward.

• Initial Complaint

  Date:01/21/2025

  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.

  American service pets told me that their services were a one time fee and then I was signed up for a subscription and unknowingly charged multiple months, which they never made me aware of my accountant was overdrafted more thanonce and while trying to get in touch with the representative, they both hung up on me and told me that I was not liable for a refund I would like a refund for multiple months due to the fact of the untruthful statements I was provided.

  

  Business Response

  Date: 01/31/2025

  Thank you for taking the time and speaking with me on 1/22/2025 regarding your concerns.  As I explained in our phone call, American Service  Pets takes every complaint seriously and investigates them thoroughly.  I promised you that I would look into your concerns and I would call you back within two business days.  I attempted to reach you twice on January 24, 2025, and again on January 27, 2025. The first time I called on January 24, you answered, but it appeared that we were disconnected. I immediately called back and left a voicemail requesting that you return my call. On January 27, the phone rang twice before the call seemed to disconnect. I attempted to call back again, but the call did not go through, and there was no voicemail available.  Despite being unable to reconnect with you, I went ahead and processed refunds for the additional charges you requested. You should have received email confirmations for these refunds.  We sincerely apologize for any frustration you may have encountered. At American Service Pets, we are committed to transparency and open communication with our customers. If you need any further assistance, please do not hesitate to reach out.

  Customer Answer

  Date: 01/31/2025

  
  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,
  
  **** *******
  
   
  

• Initial Complaint

  Date:01/12/2025

  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 paid them to get dog cerified, then months later started getting order confirmations for things I did not order like online training classes I have no interest in. Sent email telling them I did not order and wanted what they took out of my account, now it has happened again. This business is obviously very crooked and needs to be out of business and their license revolked.

  

  Business Response

  Date: 01/14/2025

  Thank you for bringing this matter to our attention. I sincerely apologize for the inconvenience and frustration you have experienced.. Please know that your concerns are being taken seriously, and we have initiated an internal investigation to address the issue promptly.  I attempted to contact you at the phone number listed on your account but was unable to reach you. I left a voicemail with my contact details and encourage you to return my call at your earliest convenience so that we can work together toward a resolution.  For your reference, American Service Pets offers an option for customers to cancel their membership online. However, our records indicate that two emails were received on 12/12/2024, requesting the cancellation of services. Both emails were responded to on the same day, advising you to contact our Customer ********************** Department to ensure the request could be properly processed. As part of our policy, cancellation requests or refund inquiries cannot be fully addressed via email to ensure accuracy and proper handling by an agent.  I completely understand your concerns and want to ensure that your account is handled with care. Please contact me directly at your earliest convenience using the phone number provided in the voicemail, so I can personally assist you in resolving this matter and preventing any future issues.

• Initial Complaint

  Date:12/10/2024

  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.

  My mother is geriatric with dementia. They allowed her to order the service animal certification to her neighbors email address. I caught it immediately and tried to cancel the order, as she is amidst a manic episode. At this point we have not received her order(because it wasnt sent yet, or it was sent to an email that we are connected to). This would have been an easy cancellation, but customer ********************** was not willing to do so. From what I have read, these letters arent real and only work if the establishment checking on it do not know what they are looking for. We have not received a product and have been charged. This is a poor business model and taking advantage of an old woman is unacceptable in todays day and age.

  

  Business Response

  Date: 12/19/2024

  Thank you for bringing your concerns to our attention. First and foremost, I want to acknowledge the challenges youre facing and assure you that we take matters like this very seriously. We deeply value our customers and strive to provide the best support possible.  We sincerely regret that your experience with our service did not meet your expectations and understand the frustration caused by the circumstances surrounding your mothers order. At American Service Pets, our mission is to deliver clear, ethical, and compassionate service.  As discussed during our phone call, I have processed a refund and canceled your mothers order. We wish you both the very best and are here to assist should you need anything further.

• Initial Complaint

  Date:12/05/2024

  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 recently double charged by the business for services I received 2 months ago. When I called the customer ********************** department, I was told that the duplicate charge was from a subscription that I had supposedly signed up for. I told them that this was incorrect and that I registered via phone call, so they should be able to pull up the records from where I never registered for this subscription or agreed to a monthly charge. I was told that they WILL NOT refund me because the charge was over 7 days old. But I NEVER agreed to pay for this subscription to begin with. I am very upset and disappointed in this company for running unapproved charges on my card once I gave them my card information. I DO NOT recommend this company to anyone. DO NOT give them your card information!

  

  Business Response

  Date: 12/19/2024

  Thank you for bringing your concerns to our attention. We appreciate the chance to discuss this matter with you over the phone today.  Upon reviewing your account, we retrieved the recorded call and confirmed that during your registration, it was explained that were enrolled in a 7-day free trial of the Service Animal Training Course, and two separate transactions were associated with your purchase. Additionally, a confirmation email detailing your purchase and the associated provider fee was sent on the same day.  We sincerely apologize for any confusion or inconvenience this may have caused. Your feedback is important to us, and were glad we could provide further clarification during our conversation. Should you have any additional questions or need further assistance, please dont hesitate to reach out.

• Initial Complaint

  Date:12/01/2024

  Type:Sales and Advertising 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 contacted American service Pet Nov 2023 for my dog. I paid $125 which was fine. I had nothing but trouble getting a letter from the *** and was denied my pup many times. The actual issue is the $25 monthly payments that are reoccurring and I have no idea why. They said I had a membership but to what? I completed the ITrain program and was told the Payments would stop. That was 9 months ago. Ive called repeatedly and no answer or call back. Im starting to think they dont have a customer ********************** and its all a lie. At this point I blocked my credit card from paying the charge but some how they get around it. I seriously have no idea what to do.

  

  Business Response

  Date: 12/10/2024

  Thank you for reaching out to share your concerns. We appreciate the opportunity to clarify and resolve any issues related to your account.
  Upon reviewing your account history, we noted that your last contact with American Service Pets was on February 16, 2024. During that interaction, you called in and spoke to one of our customer ********************** agents.  She provided guidance on completing and submitting the Department of Transportation form, which is required by airlines, and provided to you from our company. At that time, you indicated you would follow up with the **************************** and contact us again if needed. We did not receive any subsequent communication regarding your account or subscription.  It appears that the $25 monthly charges you referenced were part of the subscription associated with the training program. Our records do not show a request to cancel this subscription during or after our last communication in February. However, as of November 28, 2024, we received notice from your bank to cancel the subscription. We promptly processed that cancellation on the same day.  We understand how frustrating this situation must have been, and we sincerely apologize for any confusion or inconvenience caused. Our team is always here to assist you with account-related matters, and we strive to make every interaction as seamless as possible.  If you have further concerns or require additional assistance, please dont hesitate to contact us directly at  ************. We value your feedback and are committed to addressing any remaining issues to your satisfaction.  Thank you for choosing American Service Pets.

• Initial Complaint

  Date:11/23/2024

  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.

  We did not order this product. No Reply from the business.

  

  Business Response

  Date: 12/02/2024

  We sincerely apologize for any confusion regarding your order. It appears this was part of a subscription service, which was noted during the sale when payment was confirmed by our agent.  We understand your concerns and want to assure you that we have refunded the fee and canceled your subscription per your verbal request on 11/25/2024. If you have any further questions or need additional assistance, please dont hesitate to reach out. Thank you for bringing this to our attention!

• Initial Complaint

  Date:10/28/2024

  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 initiated a request for a emotional support certificate on October 16th. This was the verbiage communicated to me in an email on October 16th: Your application is currently being reviewed by one of our certified doctors. You may notice 2 charges appear on your card activity. One of the charges is for the doctor's copayment and will have the name of the doctor/practice next to it. This is NOT an extra charge and both charges will amount to the total you saw on the checkout page.Please allow up to 1-2 business days for your application to be reviewed. A follow up email will be sent after review. Upon approval any additional items you may have purchased will be shipped.I never heard back and sent 4 follow up emails. Today, October 28th, I called customer ********************** and spoke to a woman who told me my case had not been reviewed and I needed to text a doctor and she would give me the phone number to text him with available times I could speak. I told her that seemed very odd to text a doctor after not hearing back to all my emails. SHe then said if I didn't want to text the doctor my claim would be denied. I said fine but wanted a full refund. She assured me I would receive a full refund. I did not receive a full refund. Instead I got this email: Thank you for submitting the online exam. After reviewing your report, your request for an Emotional Support Animal and/or a Psychiatric Service Animal has been denied. All items purchased except for the doctor's evaluation fee will be refunded. See our refund policy page for more information. I was refunded $63 and not refunded the additional $25 even though she told me a doctor never reviewed my case and I would get a full refund. I would like the additional $25 refund promised. Horrible customer ********************** and lies on recorded lines. The call did say it was being recorded if anyone would like to check.

  

  Business Response

  Date: 12/20/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you experienced during your application process. Your feedback is invaluable, and we deeply regret any miscommunication or confusion caused.  Regarding the provider fee of $25 that was not refunded, we would like to clarify that the provider's evaluation fee is paid directly to the doctor *** reviewedor was assigned to reviewyour application. American Service Pets does not have access to or authority over the providers bank account to issue a refund on their behalf. However, we understand the circumstances you described and have already reached out to the provider on your behalf to request a refund of this fee.  While we cannot guarantee the refund will be issued, we are advocating for your case and will do everything within our power to facilitate a resolution.  If you have any additional questions or require further assistance, please dont hesitate to call our customer ********************** line at ************.

• Initial Complaint

  Date:10/18/2024

  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 am writing to formally lodge a complaint against American Service Pets regarding unauthorized recurring charges on my credit card.On July 2023, I purchased an Emotional Support ************ letter from American Service Pets for a total cost of $29.99. Additionally, I noticed separate charges of $25 and $97 on my credit card during the same period. These were all the payments I agreed to, and I did not authorize any further charges. I did not sign any agreements or give permission for additional services beyond the *** ********* my surprise, I discovered that American Service Pets has been charging me $29.99 per month for 14 consecutive months without my knowledge, authorization, or consent. The total unauthorized amount adds up to $419.86. Upon contacting the company, they informed me that these charges were allegedly for dog training services. However, I never requested, accepted, or authorized any dog training services from them.Furthermore, I never received any invoices or notifications regarding these recurring charges. When I reached out to American Service Pets customer ********************** for an explanation, the representative was unable to provide a satisfactory answer. Instead, the customer representative panicked and immediately stopped the recurring payments without addressing the issue further.When I asked for proof of any document that I had approved these charges, they failed to provide any such document and abruptly hung up the phone. I requested to speak with a supervisor to resolve this matter, but I was informed that no supervisor was available at that time. They promised a call back, which I never received.This conduct raises serious concerns regarding unauthorized transactions, failure to communicate with customers, and lack of transparency. I expect full accountability from American Service Pets and a refund for all unauthorized charges made to my account, totaling ********* would like to get my money back.

  

  Business Response

  Date: 12/20/2024

  Thank you for reaching out and sharing your concerns. We sincerely regret any frustration you have experienced and want to provide clarity regarding the charges and the circumstances surrounding your account. During your initial call in July 2023, the ****** subscription was offered as part of your Service Animal (PSA) letter purchase, and the total purchase amount, which included the subscription, was agreed upon at the time of payment. Following the transaction, we sent a confirmation email detailing your purchase along with weekly reminders to log in to your online training portal. The ****** subscription, which involved recurring monthly charges, remained active until we received your cancellation request on October 18, 2024. At that time, our agent promptly canceled the subscription and submitted a refund request to our supervisor for processing. Refunds generally require 24 to 48 business hours to complete, and as your request was made on a Friday, the refund would have been processed on the following Monday or Tuesday. However, before this could occur, your bank initiated a chargeback on Monday, reversing the payment, which left no remaining balance for us to refund. We also want to address any communication issues you encountered and sincerely apologize if your concerns were not fully addressed during your call. Please know that we are committed to improving our processes to ensure clarity and transparency in every interaction. If you would like further assistance, our customer ********************** team is available to help.

  Customer Answer

  Date: 12/20/2024

  They are not telling the truth.

   

  We never ever accepted any kind of monthly charge from this company. I asked for a proof that I accepted for these monthly charges and they could not provide any documentation about that. I don't even know what is pet training means for $29.99 a month for 14 months without getting any service or anything. THIS COMPANY DOES NOT TELL THE TRUTH. 

  I disputed all of these charges via my credit card company. They asked an invoice for these charges and they could not provide any legit invoice to my credit card company. Even they told me that their documentation proves nothing and they moved the case to their fraud department.
  
  I'm preparing all my documentation to sue them in the small claim courts if there is no resolution here. 

   

   

   

  

  Business Response

  Date: 01/02/2025

  Thank you for your continued communication. At this time, it seems we are unable to reach a resolution. As mentioned in our previous response, your bank processed a full chargeback on 10/21/2024. On 12/27/2024, a supervisor attempted to contact you using the phone number associated with your account to offer further assistance. Unfortunately, there was no answer, so a voicemail was left requesting a return call. To date, we have not received a response. We sincerely apologize for any confusion or miscommunication you may have experienced, as we strive to ensure clear and transparent communication. Thank you for reaching out to American Service Pets, and we wish you the very best moving forward.

• Initial Complaint

  Date:10/02/2024

  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.

  On 09/17 we purchased a certificate to register our dog so we could house him in our apartment however when it was brought to the attention of the apartment complex they said we couldnt use the document. We had to call customer ********************** to get a refund because the document couldnt be used and we couldnt keep the dog so we just have a document with the name of a dog we dont have. We were told originally that this case would qualify for the refund but when I called back to check on the status of the refund they decided this case wasnt severe enough and the refund was denied. I tried talking to supervisors but I kept being transferred by the ***** when I was put on a supervisor call list the supervisor refused to speak to me, and when I asked the *** to transfer me to the supervisor I was denied because he didnt want to talk to me, I asked how to contact corporate that was also denied because clients cant talk to corporate. This company will only assist you when you are spending money. Not when you need assistance with other issues or situations that have come up. Ive never dealt with customer ********************** ***resentatives that lacked so much understanding and empathy and inability to care for clients that had to give up their pets because the services didnt work. Its a shame that this is how American service pets chooses to run their company. This is not a business I recommend to anyone.

  

  Business Response

  Date: 11/20/2024

  Thank you for sharing your experience, and we are truly sorry for the frustration and disappointment youve encountered. We understand how challenging this situation must have been for you, and we deeply regret that our service has not met your expectations.  Upon reviewing your case, we can see how important it was for you to resolve the matter with your apartment complex. Per our refund policy at American Service Pets, refunds are reviewed on a case-by-case basis because there is a Letter Guarantee offered to all customers. The Letter Guarantee provides full refunds if the landlord does deny the letter that you receive from the provider who assesses you.  According to our records, it appears that an agent from American Service Pets did contact you to explain the process in more detail and issue a refund for your case. We sincerely apologize if this process was not as clear or efficient as it should have been.  We take all customer feedback seriously, and we will use your comments as valuable training tools to ensure that our agents are providing the best possible service to our customers.