Complaints

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

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  PetLink

  250 W Cummings Park Woburn, MA 01801-6346

• 

  PetLink

  345 West Cummings Park Woburn, MA 01801

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:03/07/2025

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** ******

  

  Business Response

  Date: 03/10/2025

  The vet bill provided was not uploaded to the online transfer of ownership request that had originally been submitted. It was not made known to the person handling the transfers that new proof of ownership documentation had been provided.
  
  We have located the document and reviewed it, we can confirm it is acceptable and we have processed the transfer request accordingly.
  
  As a courtesy for the oversight we have refunded the $24.99 transfer fee.
  

• Initial Complaint

  Date:10/17/2024

  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.

  They have my dog that someone else attempted to register and will no effectively assist.

  

  Business Response

  Date: 10/18/2024

  This was a test and not a complaint.

• Initial Complaint

  Date:09/23/2024

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 

  I do not accept the response as I have now made multiple attempts to upload documents to their website including attaching adoption paperwork to my original complaint. The business needs to contact me directly over the weekend or BEFORE 8:15 am CT during the weekday or AFTER 5 pm CT on the weekdays to discuss alternate methods of transferring ownership.
  
  
  Regards,

  Kaitlyn

   

   

  ded with proof of ownership that they asked for.I ask that they either transfer my pets microchip into my name and show me as his owner or refund the money that I was charged and remove their false advertisement of the vet bills as being accepted as proof of ownership.

  

  Business Response

  Date: 09/24/2024

  We do accept vet bills as proof of ownership, along with a current rabies certificate, a recent pet license from the owner's city or town (if required) and adoption contracts.
  

  Owner and pet information (name, breed, gender, color and if possible the pet's microchip number) needs to be listed on the documents in order for us to be able to accept the document(s) provided.
  

  The $24.99 charge is not processed until the transfer request has been approved, it is in pre-authorization status until approval or cancellation of the transfer.

  New proof of ownership documentation can be uploaded for review or if preferred we can cancel the transfer request.

  

  Business Response

  Date: 10/01/2024

  Hi Kaitlyn,

  We apologize for the difficulties you experienced while trying to provide us additional documentation. We have reviewed the documents you have provided and processed your transfer request accordingly and your pet is now registered to you and as a onetime courtesy for the difficulties we have refunded you the onetime $24.99 transfer fee.

• Initial Complaint

  Date:07/12/2024

  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.

  Petlink knowingly sends misleading emails about past due payments. These messages could easily lead the consumer to believe their pets microchip is not active unless more money is paid. I was/am surprised that this companys business plan, basically attempting to extort money through fear tactics, is being allowed by the *************************** whom I will also be contacting.

  

  Business Response

  Date: 07/12/2024

  PetLink is not a free registration database.
  
  Registration fees vary depending on the type of microchip purchased by your vet or animal shelter/rescue.  In order to complete your pets lifetime registration with PetLink, there may be no charge, a onetime registration fee of $29.95 or a onetime upgrade fee of $24.95.
  
  Microchips that are manufactured by other companies require a onetime registration fee of $29.95.
  
  If a $29.95 registration fee is required and not paid the microchip number will not show that it is registered in PetLink's database.

• Initial Complaint

  Date:04/02/2024

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Not a true response. ******* NEVER once told me my info was already provided by the rescue, and when call was ending i suddenly asked why he did not need my phone, and secondary phone and address. He refused to say he already had it. I am not getting into a bashing match but you all should be transparent. I dont have a lifetime membership with you and i know the limitations so i will move the reg to a company that provides it free. No costs. And  $4.95 for the call?  Seriously? 
  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 04/03/2024

  The agent was attempting to assist the caller and the caller was unwilling to answer the questions the agent is required to ask in order to move forward with the call.

  The pet was already registered to the caller which was done at no cost by the rescue the pet was adopted from. After finally giving the agent her name the agent updated the pet's name for the caller at no cost which should have required a $4.95 phone operators' assistance fee.

  The caller wanted the agent to provide the contact information on the account and when the agent asked the caller to provide their information so they could verify (per our policy) the caller refused and disconnected the call.

  Also, the charge of registration is determined by the type of microchip purchased by a facility, this pet's registration had no cost to register with the option to upgrade to Premium Lifetime registration for the remainder of the pet's lifetime after the complimentary first year of Premium Lifetime registration has expired.

  Customer Answer

  Date: 04/04/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  You repeated yourself.  Rejected again. My previous reasons for rejection stands. ***********************  i will leave neg rev and complaints anywhere i can and it and leave your establishment . ASAP.
  You hold up people for annual money or you send lost reported pets to the pound deliberately so they must pay pound fees-- before you call owner unless they pay high fees to you. Well known fact in your industry as reported by other companies.

   

  You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 04/03/2024

  We listened to the recorded call and the agent did attempt to assist you with your account.
  
  As previously explained, you had spoken with a newly trained agent, the agent was attempting to follow our procedures to verify the information we have on file for your account that was created on 3/9/24 by *****************.
  
  The agent never refused to say he already had your information, they did state that they needed you to provide your address so they could then verify the information entered by *****************.
  
  Your pet is currently registered with Premium Lifetime registration with the option to upgrade to remain registered with Premium Lifetime registration, upgrading your account is not required.
  
  We apologize that you were provided incorrect information by *****************.
  
  Registration fees vary depending on the type of microchip purchased by a vet or animal shelter/rescue.  In order to complete a pets lifetime registration with PetLink, there may be no charge, a onetime registration fee of $29.95 or a onetime upgrade fee of $24.95.
   
  Our recording states that registrations for prepaid PetLink microchips are subject to a $4.95 phone operators' assistance fee and that you can register at no cost on our website, petlink.net.
  
  It also states that to update your account by phone is subject to a $4.95 phone operators' assistance fee and that you can update at no cost on our website, petlink.net.
  
  You were not charged any fee for the phone call you had with our support team.

• Initial Complaint

  Date:03/11/2024

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and today the registry shows the chip connected to Petlink as you can see in the photo whereas yesterday it stated not found, this is in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

   

  I am thankful to all involved for ensuring that the chip is showing as registered with Petlink.

  while it has caused some aggregation and frustration to ensure we are on the same page, I thankful that we are now on the same page and peace shall rein.

  Thanks to all who worked to get this resolved.

  
  Regards,
  
  Star Phoenix

  ce the dog's chip was not on a national database that they would not know how to return the pet to me.Of note, upon receiving their email today, I checked the datase for chips, which they only referenced today and it states that the chip can not be found.So it was NOT registered in the database so that a vet/shelter/etc could locate me...

  

  Business Response

  Date: 03/12/2024

  We have informed the owner of the missing pet that they may have been contacting the incorrect company as her pet's microchip has been registered in our database since February 16, 2024.

  A lost pet report was filed on 3/4/24 for the owner and the owner was informed that once their pet has been found and we are contacted, a found pet report will be filed and we will reach out to them by email, text message and by phone.

  We also informed the owner that there was no cost to register their pet's microchip and that we do not charge annual or renewal fees.

  We replied to each of their emails same day or next business day regarding their concerns.

• Initial Complaint

  Date:12/14/2023

  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 ordered a sweatshirt ( the gray sweatshirt- screenshot after I ordered it). When the shirt arrived (the photo of the black sweatshirt) I noticed it was made all wrong. I sent the company an email and they responded back to please send them photos. I did send them the same photos I sent you. I havent heard anything since. I did send them another email on Dec.8. That day I recieved an email from Petlink wanting me to confirm my order. Well that email was suppose to be immediately after I ordered the shirt to confirm what I ordered. I recieved that email after the shirt had arrived and of coarse it was too late to edit because I recieved my order. I called again on 12/13 and spoke to the same person who took my order. She had to take a message of what I wanted and give it to her boss. I explained to her I wanted a return call from a live person- not exchanging emails! So far no return response if any kind from Petlink. I was hoping to give that shirt as a Christmas present- out of the question now. I just want the correct sweatshirt that I ordered.

  

  Business Response

  Date: 01/02/2024

  To whom it my concern,

  The customer ordered a hoodie that comes in black only there are no other colors to choose and that is what was received. The grey hoodie that is shown in the attachment is a product on our store but it's unavailable due to a technical issue but the white color is available for that hoodie. It's impossible to order the grey hoodie from our system since it will not allow you to add it to the cart. 

  We do have a policy of no returns or exchanges that is why we show a preview of the item and the customer needs to approve it before it will be added to the shopping cart. 

  Kind regards,

  ********

  PetLink Support

• Initial Complaint

  Date:08/10/2023

  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.

  I have had Petlink for one of my dogs for over 8 years (lifetime) and no issues. I rescued another dog and was given the first year free from the rescue. Yesterday I paid to upgrade for the lifetime membership at $19.95 and saw there was a promotion on my account to upgrade to a lifetime membership for $24.95 with several "gifts" for doing so. There was even an "upgrade button"to click on. When I contacted customer service they told me this is just a survey and not really what was described. I asked to be refunded for the $19.95 since it was misleading and not to renew this dog's membership.They deleted my account TOTALLY for both dogs. The dog I had a lifetime membership for over 8 years is totally gone and I am not recognized in their system at all. So the dog I did not renew is not in the data base nor the one that I paid a lifetime membership for. (so basically they took my money and lifetime membership away and not sure how they can do that) **************** has yet to rectify this which is so disappointing. I was actually hung up on today while trying to reach someone in management. It has been a time consuming and frustrating experience to say the least and lacking in customer support. My paid lifetime membership of my one dog that has been in existence for 8 years needs to be restored. Some compensation should be offered for the misrepresentation of the promotion offered to me which was really not a promotion but a survey. You would think a reputable company would try to repair this situation.

  

  Business Response

  Date: 09/06/2023

  To Whom it May ***************** have reregistered ****** and ***** with your information, we again apologize for the misunderstanding regarding the deletion of your account.
  
  You were issued a refund for the $19.95 upgrade fee on 8/11/23, you should see the refund within **** business days.
  
  We have spoken with the appropriate team regarding the screenshot of offers you have provided us to have the wording updated so it is more clear that this is for an ongoing survey we are running to see what owners might be interested in upgrading for, not something that we are currently offering.
  
  Our manager has been traveling for the last few weeks and has had limited access to phone availability.
  
  We have located and listened to your call with our phone customer support and we will have that agent coached accordingly.

  *****************************