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

  
• 

  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:01/16/2024

  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.

  This company keeps charging my card for a subscription that I did not authorize or sign up for both of $29.99 one on 1/11/24 and the other on 1/16/24! This is ridiculous

  

  Business Response

  Date: 01/16/2024

  Thank you for speaking with me today.  American Service Pets takes all complaints and reviews very seriously, as we do strive to provide the best customer ********************** experience.  We apologize for any inconvenience you may have encountered but I do want to ensure you that I have taken steps to investigate your concerns.  The training package that we provide was offered to you on a free trial period of 1 week.  After the one week, the charge does get processed unless you call in to cancel prior to the trial period ending.   Your bank did recoup the payment for the training package on 1/15/2024 per your dispute with them.  Therefore, we are not able to refund additional money.  We do look forward to continuing to work with you in the future should you need anything else for your emotional support dog.  If you should need anything else or if you have any further questions, please do not hesitate to reach out to us. 

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair 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 previously had an emotional support pet letter from another agency. This year I reached out to American Service Pets for an emotional support dog letter. They asked me what I needed it for, and I told them that I needed it to take my dog on the plane. They never ever told me that they were going to send me a letter for a service dog! I do not have a disability and am not blind that I would need a service dog. When I called to ask them about the letter, they said that because I told them that I needed an emotional support letter for the plane, THEY decided that they would give me a service dog letter. However, another problem is that the service dog letter is incomplete. They want me to take training classes and become a dog handler. It is a scam. I have asked them to just give me an emotional support dog letter as I asked, and they refused. I then asked several times to speak with a supervisor and they promised that someone would call, but nobody ever did. I have called them over 20+ times and cannot get this matter resolved. I never got what I paid for and requested. They took it upon themselves to give me a partially completed service dog letter. When I asked what I was supposed to do with it, they told me that I had to complete dog handled training videos to make the letter effective ($29.99/mo). The letter cost $120 and is worthless unless the training is complete. I never contracted for that. They offer emotional support dog letters, which is what I told them on the phone several times that I wanted. It is a scam operation. They refuse to resolve this matter. I have no valid/complete letter now and they refused to help me. ********************* 11/21/2023 (559-329-1038) I live in *********, **

  

  Business Response

  Date: 11/22/2023

  We would like to express our sincere apologies for any dissatisfaction or inconveniences you may have experienced since signing up with our company.  Your well-being and satisfaction is extremely important to us and we take your concerns very seriously.  When we were advised of your concerns regarding your letter and attempts to communicate, we felt it was important to contact you immediately.  We are very happy that we were able to speak with you and help you to understand the process and the change in laws regarding *** and PSA.  We are happy that we were able to address and resolve all concerns.  We do value all of our customers and their feedback and we strive to ensure that each customer receives the best care.  

  American Service Pets is committed to provide the best quality of care and service to our customers.  We value our trust in us and hope to have the opportunity to serve you in the future.

  Customer Answer

  Date: 11/22/2023

  
  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:08/31/2023

  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.

  Their website says they provide an *** letter within 48 hours. I have not received one and it has been far more than 48 hours. I called customer ********************** three times and have been brushed aside.

  

  Business Response

  Date: 09/06/2023

  Thank you for allowing me the opportunity to speak with you today regarding your concern with your *** registration.  We are happy to know that you did receive your letter within the 48 business hour and that everything has worked out for you.  Should you need further assistance, please do not hesitate to contact us at American Service Pets ************.

• Initial Complaint

  Date:08/27/2023

  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.

  I payed to get an evaluation and an *** letter signed by a Psychiatrist as they advertise in their website.When I got the letter it was signed by a Psychologist instead.I reached out to their customer ********************** and they told me there was nothing they could do.I am not getting what they advertise and what I payed for.I just wanted to get the letter signed by a Psychiatrist and they are not willing to provide that.

  

  Business Response

  Date: 09/06/2023

  Thank you for taking time today and speaking with us.  I am happy we were able to address your concerns and come to a resolution.  If you have any further questions or concerns, please do not hesitate to contact any of our agents at American Service Pets.

• Initial Complaint

  Date:12/14/2022

  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 for rush delivery (told via email and phone l24 hours or less when paying extra fee) the 24 hours came and went. still no product and company back tracking and saying they cant refund my money. scam!

  

  Business Response

  Date: 12/22/2022

  Hello,
  
  The rush processing fee is not for expediting the shipping or email, but it is to place your self-report at the top of the queue for your doctor to review it before others. This was brought up during the phone call you had. The representative also told you it would be within ***** hours.Your report was reviewed within 28 hours. The next day you were helped. 

  This is not a scam and you received everything you paid for.

   

  Thanks.

• Initial Complaint

  Date:11/19/2022

  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 contacted the American Service *********** to get an emotional support pet letter for purposes of housing. They provided the letter and guaranteed that it would be accepted by housing/rental companies. My letter was not accepted and the company will not return my money.

  

  Business Response

  Date: 11/30/2022

  Hello,

  Our refund policy can be found here: ************************************************
  
  American Service Pets cannot guarantee that every airline employee or landlord will follow the requirements outlined by the Federal rules and regulations which govern Emotional Support Animals. We do, however, try our best to help facilitate a clear communication and expectations between you and the landlord/airline. Some of the times, landlords simply are not aware that they are required by law to comply with these regulations. This is where we try to step in to assist in making them aware. 
  
  You were not interested in further help from American Service Pets and instead wanted a refund that was outside the policy. We can still help with your issue as it relates to the landlord allegedly breaking ADA **********************************

  Customer Answer

  Date: 12/01/2022

  I read on their website that the company does provide refunds. Its just on a case by case basis. The company wanted me to find housing laws to submit to the landlord. I am not an attorney and will not try to convince the landlord anything about housing laws. Since the company does indicate that they have a guarantee and I saw a refund policy on their website, I am requesting a refund. 

• Initial Complaint

  Date:11/11/2022

  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 requested a pet letter due to the fact that I am relocating to the east coast in December. I put in my request on 11/8/2022 and on 11/9/22, I received an email from some doctor saying I need to be under their care for 30 days which is total BS! I do not need this service, I didn't receive any letter and I got a letter from my medical doctor. The return policy clearly states: Refund Policy There will be no refunds made to any users of the Services or who have had services rendered by an independent psychologist.As NO SERVICE WAS RENDERED, I want a FULL REFUND ASAP!

  

  Business Response

  Date: 11/15/2022

  Hello,
  
  Thanks for reaching out. The law in ********** is not "BS". You can refer to ********** AB-468 for details about this.

  The services are not to render a letter. That's against the law. The services include connecting you with a mental health provider in the state you specified in order for them to provide their expert opinion about a recommendation for you based on your report and history.

  The professional has begun work per your account.

   

  Customer Answer

  Date: 11/15/2022

  The minute I received the email, I told the doctor I didnt want his letter. This document is needed for the ***************** and I got a letter from my doctor. ********** is total ******** want a refund ASAP as no service was provided to me!  If not, this will escalate to a court case - I am not messing around with this. I asked for a letter and didnt receive a letter, therefore, no service was rendered!

   

  Give me my money back NOW!

  

  Business Response

  Date: 11/15/2022

  We understand why you may be confused about this email you received, however we urge you to please refer to ********** AB 468. Once you have, you can give us a call for more information.

• Initial Complaint

  Date:11/07/2022

  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 sent a 25% discount code. I bought the $109 package I was charged $270 There was no way to.remove one of the pets from the form I tried to get a refund and they refused

  

  Business Response

  Date: 11/08/2022

  Hello,

   

  Thanks for reaching out. Can you describe what the issue is please?
  
  We see that you mentioned a discount code. You also mentioned not receiving a refund.
  
  Did you have an issue with the code or did you have an issue with a refund?

  Customer Answer

  Date: 11/11/2022

  the code never worked. They wouldn't cancel the order and wouldn't give me a refund. Come to find out the letter doesn't hold any weight with anyone. It's a fake and fraud. I want my money back. 

  

  Business Response

  Date: 11/15/2022

  Hello,
  
  Thanks for clarifying.
  We are sorry to hear that you had issues with your promo code. 
  We see that you had requested a refund after your services were rendered and this is why your account cannot be refunded. The letter is not fraudulent. We're not sure where you got this concern or information from, but if you want more details about the letter please call or email us.

   

  Thank you.

• Initial Complaint

  Date:10/25/2022

  Type:Customer Service 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.

  Their website gives the impression that emotional support animals will fly for free. This however is not the case and only explained in fine print. *** contacted them and they will not issue a refund.

  

  Business Response

  Date: 10/28/2022

  Hello, 
  Thanks for sharing your feedback. 
  
  We can assure you that the information you claim is "only explained in fine print" is actually explained in bold font several times across our site. In fact, one of the very first statements on the home page in big letters is the following, "As the nations leading all-in-one solution for approving emotional support animals for housing and psychiatric service animals for travel, weve got you and your pet covered.". That is just one of many examples of it being explained in normal and bold font.
  Further, on a subsequent page you are asked to select what type of package would suit your needs and you selected **** Housing Kit" out of all the options available to you (6 total).
  
  Since you did not let us know there was any issue until over a month later, the psychologist already helped you, and all services have been rendered to you, we cannot issue a refund for the services.
  
  Based on the information provided above, there is no reason for you to believe that you were somehow deceived into believing an *** could fly.

  Customer Answer

  Date: 10/28/2022

  You stated in your previous message that you have it in bold that you can help with travel. This in not the case. Its been over a month because thats when I booked a flight, found out that purchasing the emotional support package does not allow me to fly with a pet. 
  
  

  

  Business Response

  Date: 10/28/2022

  Correct. We do help with that. It is indeed the case. You realized  that the  ESA Housing Kit you decided to buy was not for travel after a month, then you emailed support about it. They offered to help you with travel options and you denied the help. You instead insisted that you were defrauded and wanted a refund. If you still need help with travel, the support team is available to help you. 
  

  Customer Answer

  Date: 11/01/2022

  I ask that our BBB mediator go to the American service pets site and proceed to register a dog and a cat for airplane travel as if you do not know *** isnt accepted by airlines.
  

  If I declined any help of getting a service animal license, its due to the fact that my cat will not qualify. It was also not clear that I would have to purchase another certificate for my dog. 

• Initial Complaint

  Date:10/11/2022

  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 called this company letting them know that I needed an emotional support dog certification. I know nothing about it. Just looking to travel with my dog. They never asked me if my dog was a service dog and I never said that he was. They sold me a piece of paper for $88 dollars that stated my dog is a service dog. First of all if my dog was a service dog I'm certain I would have what I need to fly. They are asking me to lie to the feds and there is no way I would do that. I've been told I would get Supervisor call back three times now and they don't seem interested in working this out with me. This is the number I call to speak to them ************. They are in ********* I believe ********************************************** | ********* | ******. Thank you

  

  Business Response

  Date: 10/19/2022

  Hello,Thanks for reaching out.
  
  We reviewed your account and can see that you have been in communications with customer support regarding your concern. 
  
  We also see that actions have been taken to your account to resolve your concerns. 

  We are glad to see that this is being resolved.