Complaints
This profile includes complaints for American Service Pets's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 56 total complaints in the last 3 years.
- 29 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/27/2024
Type:Product IssuesStatus: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 denied the use of an *** with the documentation I was provided after being guranteed the letter I received would be FHA and HUD compliant.Business Response
Date: 05/13/2024
We apologize for any inconvenience you've experienced regarding the use of your emotional support animal ***** documentation. It's essential to us that our clients receive compliant documentation that meets FHA and HUD standards.
As a gesture of goodwill, we have processed a refund for you.
At American Service Pets, we prioritize the well-being of our clients and aim to connect them with licensed providers who specialize in mental and emotional health. These providers adhere strictly to all state and federal guidelines when evaluating clients.
We appreciate your understanding in this matter and remain committed to assisting you in any way we can. If you have any further questions or concerns, please don't hesitate to reach out to us.Initial Complaint
Date:04/24/2024
Type:Product IssuesStatus: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 applied for an emotional support animal letter. Which I got approved for, but I also got approved for a second letter that I don't need. I was applying on the Support Pets website and in the middle of my application someone from American Service Pets interrupted the application and called me and finished the application with me over the phone. At the time I thought it was the same company which I found out later it wasn't. The representative rushed me and I had to start making quick decisions without Really comprehending everything because he was in such a hurry. I had to stop him a few times from hanging up to ask him questions cuz he kept trying to get off the phone quickly. I still never got all my questions answered. After speaking to a representative from Support Pets, they informed me that what transpired is not normal procedure. However the charges came from Support Pets. They are not even partners. Apparently support pets is a doctor referral service. I asked for a refund because all of this wasn't panning out as I thought it was supposed to and they said they could not issue any refunds. I have two letters one is for housing and one is for when I go out and about. I tried to explain that I do not need one for the housing because I already own my own house and I don't do much long-distance traveling as much anymore. I have mental illnesses and I told the rep what I had. At the time I didn't piece everything together because I was being rushed. Now I look back and I feel like I was being taken advantage of because I have mental illnesses. This whole ordeal has taken a toll on me mentally. I began to have a breakdown at one point when I was talking to a rep from Support Pets over the phone and it seemed like they didn't care. It doesn't even feel like the purpose of my inquiry was properly addressed. I do not know what the relationship is between the two organizations, but as I said before they're not even partners to each other.Business Response
Date: 05/03/2024
I appreciate you taking the time to connect with me today. During our recent conversation, I understand that there has been some confusion regarding your interaction with our website, americanservicepets.com, and our agent. As per our records, your previous visit to our site prompted one of our agents to reach out to you. On March 16, 2024, our representative contacted you and provided clarification on the distinction between an Emotional Support ****** ***** and a Psychiatric Service ****** (PSA), as evidenced by the call recording shared with you.
During the call, our agent offered you various options, addressed your inquiries, and confirmed your willingness to proceed with the process over the phone. We empathize with the confusion you're experiencing and want to assure you that our team at American Service Pets is dedicated to addressing any further questions or concerns you may have.
Regrettably, we are unable to issue a refund at this time. However, please be informed that our knowledgeable agents remain available to assist you as needed. It's important to note that American Service Pets operates independently and is not affiliated with Support Pets, a separate entity with which we have no association.
Please do not hesitate to reach out if you require further assistance or clarification. We are committed to providing you with the support you need throughout this process.Customer Answer
Date: 05/06/2024
Even the company did reach out to me to attempt to resolve the matter at hand, I'm still not satisfied with the outcome. I am happy the company made contact with me though.Initial Complaint
Date:04/23/2024
Type:Service or Repair IssuesStatus: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.
They made me think that I needed this letter, before the laws change, I went to my own doctor and he wrote a letter for my *** cat. SCAMBusiness Response
Date: 04/30/2024
We understand your frustration, and we want to stress that American Service Pets is a reputable service provider. Your initial interaction with us began when you visited our website to inquire about obtaining an *** letter. Subsequently, you engaged with one of our agents on February 26, 2024, and completed the necessary process with them. On the same day, a provider conducted your assessment and you received the letter.
Additionally, on March 21, 2024, you contacted us again regarding adding a second animal to your account. During this exchange, our agent explained the associated fee for this service, which you chose not to proceed with. We apologize for any confusion during these interactions. We're pleased to hear that your own provider was able to assist you with obtaining a letter for the additional ***, and we wish you the best.
Our team remains available to address any questions or concerns you may have. Please feel free to reach out to us at any time.Customer Answer
Date: 04/30/2024
I was NEVER told I could get a letter from my providing doctor.Business Response
Date: 06/14/2024
Thank you for reaching out. Due to state regulations and company guidelines, many providers have stopped issuing letters for Emotional Support Animals (ESAs). Unfortunately, we do not have specific information on which providers still offer this service. We sincerely apologize for any inconvenience or frustration this may have caused you. If you need further assistance or have any questions, please feel free to contact our customer ********************** department.Initial Complaint
Date:04/21/2024
Type:Order IssuesStatus: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 tried to certify my pet as an emotional support pet and they provided me a letter for a doctor that does not exist and does not have an office at the address listed. They also continue to charge me monthly when I have not signed up for this. I want a full refund.Business Response
Date: 04/22/2024
We're truly sorry for the inconvenience you've faced. At American Service Pets, we work with licensed providers who specialize in assessing clients for emotional support and psychiatric service animals. Our providers undergo thorough vetting and hold valid licenses in their respective specialties. The provider assigned to your application is licensed through the ********************* which your state has recognized since 2020 for telehealth services. To verify the legitimacy of the provider who assessed you, you can visit the Psypact website at *****************************. We assure you that our providers adhere to strict professional standards and guidelines.
Regarding the mailing address listed on the letter, we understand your concern. For security reasons, our providers do not use their home addresses on any correspondence. Instead, they utilize a paid-for address issued to them by the **** in the state where they are located. This ensures their privacy and safety while maintaining compliance with regulations.
To address your monthly charges, we'll promptly investigate this matter and ensure that any unauthorized charges are rectified immediately. Your satisfaction is our priority, and we're committed to resolving this issue to your full satisfaction.
We appreciate your patience and understanding as we work to resolve this matter swiftly and efficiently.Customer Answer
Date: 04/22/2024
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:04/16/2024
Type:Product IssuesStatus: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.
Please don't pay this company. This a scam shop, charged me 112 dollars and still haven't sent me the *** letter. Wont answer to emails or phone calls either. Please find a legitimate company to get your *** letter.They called immediately when I was just looking into their website, pressured me into buying on the call immediately and once they got the money, They completely ghosted. Said I should receive the letter in 24 hours and Its been 5 days and I still haven't received the *** letter or email correspondence. Calls go to VM and emails are not returned.Business Response
Date: 04/22/2024
We apologize for any inconvenience you've experienced. At American Service Pets, we strive to provide a smooth and efficient process for our customers seeking *** letters. It's standard procedure for our agents to reach out to assist customers and answer any questions they may have, ensuring they understand the process before proceeding.
Regarding your specific case, we understand your frustration with the delay in receiving your *** letter. After reviewing your account, we see that you completed your application on 4/11/2024 (a Thursday)at 6:19 pm, and the provider assessed your account on 4/16/2024 (Tuesday) at 6:43pm and immediately an email with an attached letter from the provider was submitted to the email address on your account. We acknowledge that this timeline exceeded our typical ***** business hour turnaround time, and we sincerely apologize for the delay.
American Service Pets is committed to providing legitimate and reliable services to our customers. We take pride in connecting individuals with licensed providers who can assess their applications promptly. Our aim is to ensure a smooth and timely process for all our customers.
We've attempted to reach out to you and left a voicemail requesting that you please contact one of our agents. We value your feedback and want to address your concerns to find a resolution. Your satisfaction is important to us, and we're dedicated to resolving any issues you may have encountered.Initial Complaint
Date:03/21/2024
Type:Product IssuesStatus: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.
Hi there I recently contacted these people for an emotional support dog I have schizophrenic bipolar manic disorder I recently adopted a dog I wanted her to be a service dog this company harass me for the last 5 days they took $130 out told me I talked to the doctor which I never did then they told me I was getting a letter never received that and now they want me to pay $29.99 each time I go online to log on to do training I tried to get my money back they refused to answer and all they do is keep sending me stuff on email I'm afraid they're going to drain my banking account these people are scam and I would like to see something doneBusiness Response
Date: 03/22/2024
Thank you for sharing your experience, we apologize for any confusion you've encountered. We take feedback seriously and aim to address your concerns promptly and transparently. After investigating your case, we found that you spoke with an agent on 3/20/2024, regarding obtaining a recommendation for a service animal. During this conversation, you spoke with one of our agents from American Service Pets. Our records indicate that you provided necessary identifying and contact details, to proceed with an PSA assessment. During the call, our agent explained the process, including the assessment by a provider to determine your eligibility for a service animal, adhering to both state and federal guidelines. It was clarified that there would be a provider fee associated with this assessment. Additionally, our agent informed you that you would receive your documentation via email, with a hard copy to follow by mail. In regards to the training subscription, our agent explained that it was a monthly subscription for $29.99, which you agreed to during the call. We also provided you with a discount, which you accepted and authorized the full charge for and provided your payment information accordingly. Our agent took the initiative to ensure you had received confirmation emails and explanations of the transactions during the call, to which you confirmed receipt. Before ending the conversation, our agent reminded you that you would receive an email within 1-2 days containing information from the provider. We genuinely apologize if there was any misunderstanding during the process. An agent did call you today, in response to an email that you submitted on 3/21/2024 to explain the process again and to clear any confusion. When she spoke with you, you told her you had no questions. Our intention is to provide clear and comprehensive information to our customers at every step. If you have any further questions or concerns, please don't hesitate to reach out to us.Initial Complaint
Date:03/18/2024
Type:Billing IssuesStatus: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 used the company to obtain services in January of this year. They charged me $99 as expected for this service. They then started charging me a monthly fee of $29.99 for a different service that I never signed up for. I have no way to access these services or cancel them. This was found on review of my credit card statements after the fact.Business Response
Date: 03/19/2024
We do take all reviews and complaints very seriously, as we do strive to ensure the best customer **********************! We apologize for any confusion that you may have had when making your initial purchase on 1/11/2024, as we do provide as much information to all of our customers. When you signed up with an agent, you did sign up for the monthly subscription for the online training academy. We did receive an email from you on 1/11/2024, stating that you had completed a course of the *** training. An email was sent to you on the same day asking that you please contact American Service Pets customer ********************** for further details. Per a history check on your name, email address, and phone number we never received a phone call or email back. We do show that on 3/18/2024, you called in and spoke with an agent and did ask for the training to be cancelled, which the subscription was stopped and you will not receive future charges. We have also added you to our No Call/No email list, per your request in this complaint, which will stop all communication from American Service Pets. We wish you the best and if you should require anything else in the future, please contact our customer ********************** department. Thank youCustomer Answer
Date: 03/19/2024
I never signed up for training at an additional cost - the agent mentioned an introductory course and that was it. No additional fees associated with this. Any discussions about fees focused on the $99 to cover a doctors evaluation and fees to the company. Logically - why would I (or anyone) want to pay $30 a month on an ongoing basis for an entry level training course that took less than an hour? In addition, the company website packages make no mention of training what-so-ever, I called to discuss one service with the company and they used my credit card in an unauthorized manner to add additional services from another one of their companies. I received no documentation of enrollment in this additional program and no way to cancel it. If this was anything other than predatory and deceptive business practices you would have provided this information to me.Business Response
Date: 04/08/2024
The training is not bundled with any of the packages offered by American Service Pets; instead, it is an optional upgrade that can be purchased separately. Upon making a purchase, customers receive an email notification about the availability of the training. Subsequent emails provide guidance on accessing their account and serve as reminders for the training sessions. The training program comprises a total of 14 sessions, each including reading materials, videos, homework assignments, and quizzes. Regrettably, as per your request, we have honored your wish to be added to our "Do Not Contact" list, precluding further communication from our end. We apologize for any misunderstanding regarding the training or if there were any lapses in receiving the necessary materials following your subscription cancellation. We extend our best wishes and express regret for any inconvenience or frustration you may have experienced. It is our aim to ensure that every customer is fully informed about their purchases, and we are committed to providing excellent customer **********************.Initial Complaint
Date:03/15/2024
Type:Service or Repair IssuesStatus: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.
Needed an *** letter from them. Paid up front on their website. They claimed the $25 fee would be included in the total amount but it wasnt and it was an extra fee on top of the total. They also said after I paid I had to wait 30 days due to being in CA. They did not disclose that information prior to the transaction and I am disputing the charge as I would never had agreed to the waiting period and want me money back. Also I called them to refund me my money for services not rendered and they have yet to refund my money or contact me. A doctor never assessed me.Business Response
Date: 03/18/2024
We apologize for any inconvenience that you may have encountered when you signed up with American Service Pets. We do take all complaints very seriously and we do try to take immediate action to ensure that each customer receives the best experience. You did apply on the americanservicepets.com website on 3/12/2024. On the website, there is a a message that explains that if you are a CA resident, you must have an established 30-day relationship with a provider before they are able to provide you with an *** letter. This is a law that was signed into effect by the governor in 2021. Once the payment is made, within 24-hours an email is sent to you as well to inform you of this law. You called our customer ********************** department on 3/13/2024 and spoke with one of our agents, who stated that she can submit the request for the refund to her supervisor but she is not allowed to process any refund requests. We are closed on weekends, and after reviewing your account, your bank did recoup your payment. As far as your account being approved, that is not something an agent is able to see, they are only able to see that the provider has accepted the referral and began processing the referral, as they do have 30 days to reach out to you. We apologize again for any confusion or concerns that you may have experienced and we do wish you the best. Thank youInitial Complaint
Date:01/22/2024
Type:Product IssuesStatus: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 placed an order last tuesday for my *** better. I got the premium package that is supposed to include VIP customer **********************. I also paid $10 extra to rush the whole process since im moving. They never sent the letter claiming the doctors fee for $25 failed when that cant be true. I contacted the dr no response. When i called the company I got into an extremely hostile conversation with an employee who yelled at me then hung up. I was supposed to move saturday, its now monday and i have not been able to move yet and my lease ends tomorrow because they wont send the letter over. Im disgusted with the way I was treated and the horrible service considering i paid over $160 for this whole process.I need this done asap and they refuse to help despite all the things ive paid for.Business Response
Date: 01/23/2024
We sincerely apologize for any inconvenience caused by the recent process related to your application. We are committed to addressing every concern with utmost seriousness and resolving them in a timely manner.
Upon thorough review of your account, we observed that your renewal with American Service Pets was processed on 1/16/2024, and you opted for the Rush Processing service. It is important to note that Rush Processing prioritizes your application by moving it closer to the top of the provider's list. The provider is given ***** business hours to review and process every application.
The provider fee is integrated into the total cost of your order but is executed as a separate transaction, directly sent to the provider upon acceptance of your application. As discussed with you on both 1/19/2024 and 1/22/2024, our system is designed to automatically attempt processing the fee four times. Subsequently, an agent steps in to handle the payment manually if the automatic attempts are unsuccessful.
Unfortunately, we are unable to manually accept the provider fee due to the system's protocol, which continues processing the payment until it either receives the payment or encounters four declines from your bank. We are pleased to inform you that your bank has successfully processed the payment. Consequently, you should expect to receive emails from the provider shortly.
To acknowledge the inconvenience caused by the delay, we have refunded your Rush Processing fee, considering that your account exceeded the standard ***** business hours review timeframe.
We appreciate your understanding in this matter, and we are committed to continuously improving our processes to ensure a smoother experience for our valued customers.
Should you have any further queries or require additional assistance, please do not hesitate to reach out to us.Initial Complaint
Date:01/22/2024
Type:Product IssuesStatus: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.
This business is selling fake Emotional support letters. There site guarantees approval. My letter was rejected by my landlord as not acceptable and they refuse to give me my money back or call the landlord.Business Response
Date: 01/30/2024
We would like to reassure you that American Service Pets operates with integrity and transparency, and is not engaged in any fraudulent activities. We deeply value each of our clients and make every effort to promptly address their concerns. It is important to note that we adhere to established processes in our operations. Upon a thorough review of your account, we have observed that additional paperwork was completed for your housing requirements. Moreover, attempts were made to communicate with your housing provider via both phone and email, unfortunately without receiving any response. Furthermore, we note that you engaged in a discussion with our Administrative Assistant on 1/29/2024, during which these matters were thoroughly explained to you. We empathize with the challenges you may be facing with your housing provider, and if you continue to experience difficulties, we recommend contacting the ********** of **** Housing to lodge a formal complaint. We remain committed to providing ongoing assistance and support to you in the future.
Customer Answer
Date: 01/31/2024
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,
***************************
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