Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2025

  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.

  They promise a ****************************** building manager refuses their letter as long as you reach out to their legal team and put request into writing for your landlord. I have done this and even went as far as talking to civil rights in ******* who doesn't handle it and HUD who says because these online *** and *** is full of fraud my manager doesn't have to accept it. I informed them this and they do not want to refund my money!Not only did I have to pay them 400 dollars but I had to turn around and pay another local doctor to get the letter I need. Their legal team is a joke. They send you stuff you can pull off of ****** yourself and are of no help. It is a scam and fraud then they dont want to return your money. When you ask ******* their *** says well you wouldn't get your money back from your doctor. However, if my daughter messed up and lied it would be malpractice so yeah. I WOULD get my money back and then some. Very unprofessional and liars. I just want my money back and they can have their cheap dollar store leash, collar and vest back.

  

  Business Response

  Date: 07/09/2025

  Hello,
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration youve encountered with your *** letter and your experience with both our services and your landlord. We understand the challenges this situation has caused, and we want to make things right. While our company typically does not offer refunds once an order is processed, we understand the unique circumstances of your case. As a gesture of goodwill, we have waived the legal process typically required for refund requests and issued a full refund of $361.70. We hope this will resolve your concerns and demonstrate our commitment to customer satisfaction. Please allow up to 3-5 business days for the refund to be processed and reflected in your account. In the meantime, we encourage you to reach out to our customer support team directly if you have any further questions or need assistance. Once again, we apologize for any confusion or inconvenience caused, and we appreciate the opportunity to resolve this matter.
  
  Thank you,
  ***** *.
  Customer ********************** Manager
  ************************************************************
  

• Initial Complaint

  Date:06/24/2025

  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.

  On april 20th I reached out to US service animals because I needed my dog registered so I could move into my new place in June. They set up a consultation with me and later sends a letter of approval. I send the letter of approval to my landlord who does not approve it because it is fake/ online. Even though i was told I was speaking to a licensed health care worker. So then I contact them again asking for additional forms to be signed. And they get denied again for the same reason by my landlord. So now I have given this business around $300 for a fake service. I am a college student who just moved and I do not have a lot of extra money and especially since I had to pay the pet fee which would have been waived with and ***. I would like my money back from this business.

  

  Business Response

  Date: 06/30/2025

  
  Thank you so much for reaching out and sharing your experience. Were truly sorry to hear about the challenges youve facedespecially during a stressful time like moving. We absolutely understand how important it was for you to have the correct documentation to support your housing situation, and were genuinely sorry for any frustration or hardship this caused.
  Please know that we are a legitimate organization, and we work with licensed professionals to provide *** evaluations that follow all federal and state regulations. That said, we also know that some landlords unfortunately are not well-informed about the rights of tenants with Emotional Support Animals or may reject valid documentation for their own reasons. We're actively working to support clients in situations like yours by offering more customizable documentation and landlord support resources.
  We want to make this right. I want to assure you that your payment was already refunded.  We truly want to helpnot take advantageand its never our intention to leave anyone feeling misled or unsupported.
  If theres anything else we can do to support you moving forward, whether thats helping you b***** understand your rights or offering resources for your landlord, please dont hesitate to reach out. Youre not alone in thiswere here to help.
   
  Warmly,
  

  (This will allow you to provide a response to the consumer's complaint. This information will be shared with the consumer.)

  Mandy Wahl 

• Initial Complaint

  Date:06/06/2025

  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.

  Me and my significant other are planning to move.. I have a cat named **** and she's been with my they everything and she helps my mental health. So I decided I wanted to make her an ***. So I looked around online for a legit site to make her an *** and thought it was wonderful that there was also *** housing letters. But that all came down when after my purchase me and my partner were reading all the complaints and reviews and did more research that it isn't real. We read that people show those letters to their landlord and get turned away and having to spend more money- we read that over and over and over again. Which obviously concerns us as buyers. I regret not doing more research prior of purchasing the package. I bought the Pet ID registration, and the *** Housing Letter and talked to a mental health professional.. It went alright. But I'm requesting a refund in regards to my full purchase because that money that was used to buy this package could've been used for savings in regards to our move. And we are heavily concerned about being denied and turned down and having to spend more money because of this whole website potentially being fraud. And we really do not want to be risking that kind of money.. So I kindly ask for a refund. We will be going to a mental health professional physically to make **** my ***

  

  Business Response

  Date: 06/09/2025

  Hi Alexiah,

  US Service Animals takes great pride in both the quality of our products and the credibility of the licensed mental health professionals in our network. We understand that, unfortunately, some landlords may present challenges when it comes to accommodating emotional support animals. Thats precisely why we offer legal support as part of our commitment to helping our customers.

  In fact, we have helped more customers successfully resolve issues with their landlords than those we were unable to assist, thanks to the efforts of our experienced legal team.

  Typically, we ask customers to follow our legal support process once theyve been approved, as the letter issued by a licensed mental health professional is considered a legal document. However, in your case, weve made an exception and have issued a full refund for your purchase.

  Sincerely,

  US Service Animals

• Initial Complaint

  Date:05/30/2025

  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.

  The whole company seems like a scam, just a warning for anyone reading this. There are legit ways to register a service animal yourself, you don't need a company to do it for you! My complaint: I never signed up for anything or even visited their website, but I randomly got a text the other day that I was signed up (replied STOP to remove myself). And now they will not stop calling every day, multiple times a day and harassing me with automated voicemails. I block each number they use and they just use a different number the next time. I answered one and it was just the automated recording. My dog doesn't need to be a service animal, she is just a simple, large and unqualified baby, and I own my home. I have no idea how they got my number, but I want it to stop!!!

  

  Business Response

  Date: 06/02/2025

  Hi *****,

  I do apologize for the text message and the phone calls that you were receiving.  Someone went on to our website and entered the phone number of ********** as their number.  We have placed the number on our do not call list so you should not receive any further phone calls from us.  

  Sincerely,

  US Service Animals

• Initial Complaint

  Date:05/26/2025

  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 began the process on May 25th by speaking with a sales representative to explore my available options. During that conversation, I was assured that my funds would be placed on hold. Shortly afterward, I was informed I would be scheduled for consultations with a licensed therapist. I proceeded with a consultation with ******** *****-*******, ****. After completing the first session, I realized that this service was not the right fit for me and promptly requested to cancel.Despite my request, I was quickly approved for an *** letterfar faster than I was led to believeunder the impression that there would be at least one more consultation and a more thorough process. When I reached out again on May 25th, both the sales and customer ********************** teams responded with hostility and dismissiveness.This experience reflects a serious case of false advertising and a complete breakdown in communication. Rather than offering support, this process has created unnecessary stress and frustration. As of the end of the day on May 25th, I still have not received the letter for the product I paid for nor an email stating I was approved.

  

  Business Response

  Date: 05/27/2025

  Thank you for sharing your experience. Were sorry to hear that the process did not meet your expectations, and we appreciate the opportunity to provide clarification.
  At US Service Animals, we follow strict state and federal guidelines regarding emotional support animal ***** evaluations. Upon review of your case and the associated call recordings, we can confirm that you were scheduled for a consultation with a licensed provider, ******** *****-*******, ****, in accordance with our standard procedures.
  Following your session and based on the providers professional assessment, an *** letter was approved. However, we understand that you requested cancellation shortly after the consultation. Because of this and to ensure full compliance with legal and ethical guidelines, the *** letter was withdrawn, and a full refund of $229.00 was issued.
  
  We regret any miscommunication during your interactions with our sales and customer ********************** teams. While our staff is trained to provide courteous and clear information, we have pulled the relevant calls and will use this case as a training opportunity to improve our service and communication moving forward.
  Please know that our intent is never to cause stress, and we sincerely apologize for any frustration you experienced. We consider this matter resolved with the full refund issued, but we remain available should you need any further support.
  
  Thank you,
  ***** *.

• Initial Complaint

  Date:05/19/2025

  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.

  In my search to find a way to get my cats certified as ***'s I came across this website. Even though they say they won't charge you unless you get an approved *** that is a complete lie. Not even 15 minutes within to the call they charged my account even though I had not scheduled a consultation yet. This company is a scam and lies about there being a registry from ***'s, that does not exist. They also refused to tell me the cost of what I was paying for. It was not until the end of the call that I saw that they charged me almost 200 dollars regardless of if I got an approved letter contrary to their website. I demand a full refund and am incredibly angry that they are taking advantage of desperate, mentally disabled individuals just to make a quick *****

  

  Business Response

  Date: 05/27/2025

  Hello,
  Thank you for bringing this matter to our attention. At US Service Animals, we are committed to supporting individuals seeking legitimate emotional support animal ***** documentation, and we take all customer concerns seriously.
  We want to clarify that it is never our intent to mislead or charge anyone without their understanding or consent. While our website and representatives aim to clearly explain our process and pricing, we regret that your experience did not reflect that. As a gesture of good faith, we have issued a full refund for the order in question.
  
  We also recognize the importance of transparency, especially when working with individuals managing mental health conditions. We are actively reviewing our communications to ensure they are as clear and supportive as possible.
  We sincerely apologize for any frustration or confusion caused and encourage the customer to contact our support team directly should they have any remaining concerns. Thank you for your time, you may contact us here: ************************************************************.
  
  Thank you, 
  ***** *. 
  

• Initial Complaint

  Date:05/08/2025

  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.

  I am filing this complaint due to deceptive business practices and a failure to honor a promised discount. 1. Misleading Business ********************* US Service Animals gives the impression of being a government-affiliated organization, which it is not. This is misleading to customers who may believe they are dealing with an official government service. 2. ********************************************* claims to provide an evaluation by a licensed therapist before issuing an emotional support animal ***** letter. However, my consultation lasted only 5 minutes, which is far too short for a proper evaluation. 2. I called them for further information on the "therapist" to fill out the forms from my apartment. I was directed to pay another $70 to get a valid address and phone number. I Requested a Full Refund Due to the misleading nature of the business, inadequate service, and refusal to cancel my account, I am requesting a full refund of $192.98. I expect a prompt resolution and request that the BBB investigate this companys deceptive marketing practices. I will be closing all my banking information to prevent further fraudulent activity.

  

  Business Response

  Date: 05/08/2025

  Hello,
  Thank you for bringing this to our attention. We sincerely apologize for the experience you described, and we take your concerns very seriously.
  First and foremost, we want to express our regret that your interaction with our service did not meet your expectations. We are committed to providing a supportive and professional experience to every client, and its clear that in your case, we fell short.
  Regarding the consultation, we are very sorry that it felt rushed or inadequate. We work with licensed mental health professionals who are expected to provide thorough and respectful evaluations. Based on your feedback, we will be addressing this provider immediately to ensure the highest standards are upheld moving forward.
  To make things right, we have issued a full refund in good faith. In addition, we would be happy to offer you a new consultation with a different licensed provider, along with the required housing forms at no additional cost.
  We would truly appreciate the opportunity to support you and help ensure that your animal can remain with you in your housing thats what this service is ultimately about.
  Lastly, while US Service Animals is a private organization and not affiliated with any government agency, we strive to operate with integrity, transparency, and care. We take our reputation and the trust our clients place in us very seriously.
  Please feel free to reach out to me personally so we can personally assist you with next steps.
  
  Sincerely,
  ***** ****
  **********************************************************
  US Service Animals Support Team

• Initial Complaint

  Date:05/06/2025

  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 created a US service animals account to register my cat as an **** Little did I know this was the start of h*** I didn't go through with the purchase and instead opted to wait a little bit. The company then emailed me at least every single day and texted me reminders to pay them. I opted out of texts and blocked the email address. Next the company starts calling me! I block their phone number, but the calls still come through and they leave a voicemail every single time. I reached out via their website and complained and asked my account to be deleted. Nothing. I called their phone number and was transferred to customer **********************. They kept me on hold for 2 minutes before forcing me into leaving a voicemail and hanging up. They did this despite saying that I would be helped as soon as possible if I just held for a bit. I sent them an email complaint right after my phone call. I need my account to be deleted from this website now. There's nowhere on the website to delete your account, and customer ********************** doesn't exist. This is my last **** **** and I am begging for someone to delete my account right now.

  

  Business Response

  Date: 05/08/2025

  Hello, 
  Thank you for reaching out, and Im very sorry to hear about your recent experience. We absolutely understand how frustrating this has been for you, and I appreciate the opportunity to clarify what has occurred and help resolve the issue. We want to assure you that your preferences have been respected. You unsubscribed from SMS messages on April 28, and no additional texts have been sent since then. You also unsubscribed from emails on May 5, and no further emails have been sent after that date.
  Additionally, weve confirmed that your number is on our Do Not Contact list, and no further calls have been made. Weve also gone ahead and fully deleted your account to ensure that you will not receive any future communications from us by phone, email, or text.
  We truly apologize for any inconvenience this situation has caused and thank you again for giving us the chance to address it. If you have any further concerns, we are here to help.
  
  -***** ****
  ********************************************************** 
  

• Initial Complaint

  Date:05/02/2025

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I understand the the other charges did not come directly from us service animals, but the charges came in after I made the transaction and I have not used my card for anything else so it tracks that it had to do with your company. I just got a new card less than a month ago and your company is the only place I have given that card number to.

  Thank you for the refund of the *** letter but I would expect reimbursement for the fraudulent charges as they are clearly connected to the transaction that I made with your company. 

  
  Regards,
  
  **** *****
  
   

  
  my plate because of it.

  

  Business Response

  Date: 05/05/2025

  Hi ****,

  The only transaction that US Service Animals placed on your card was a pre-authorization in the amount of $229.99.  That transaction has since been cancelled at your request.  Attached is a screenshot of the voided transaction.  I am unsure what the other transactions are in your screenshots but they are not transactions from US Service Animals.  I would suggest you contact your financial institution to inquire about those other transactions.  

  Sincerely,

  US Service Animals